Throughout the last two years, we have witnessed the impact of the global pandemic, and its effect on how businesses around the world innovate and find new ways to successfully navigate the “new normal.” The industry continues to look for innovative ways to attract new talent and appease technology-driven consumers. Prior to the pandemic, the insurance industry was facing talent shortages associated with losing a generation of Baby Boomers as they retired. Combined with pandemic-inspired changes to the way we work and ever-evolving customer expectations, now more than ever, it is critical that carriers identify digital solutions that reimagine and simplify the claims ecosystem. Insurance carriers are ready for actionable, digital solutions to bolster their potentially slimmer departments, maintain or grow customer satisfaction levels and improve efficiency.
We have accelerated the way we approach conducting business with clients during challenging times and became an industry leader not only in the insurance claims world but also in the digital arena. With the adoption of new tools that allowed us to innovate across all areas of our operation, our suite of digital solutions, such as Asservio, Digital Assist and Digital Desk, are key to helping us streamline the claims ecosystem. This includes customer interactions and the ability to process claims automatically which will help us get back to work faster and more accurately.
Some of the primary benefits of these services include improved efficiency and personalization. With the transformation of moving to a more digital world, claims can now be processed instantly via an app and writing policies can be done more quickly with machine-learning capabilities. With the help of technology, customers can now receive instant feedback and brokers are able to do their jobs more effectively.
In addition to machine-learning applications and feedback, we are now offering a smart water-monitoring system, called Escape of Water, which prevents leaks that might otherwise lead to water damage claims.
All our digital capabilities will decrease the amount of time spent on handling claims, allowing focus to return daily business needs.
Navigating the new technological transformation and digital landscape will also require finding the balance between innovation and maintaining human interaction.
The future of the claims industry will continue to evolve, and we will find new approaches to best serve clients, businesses and communities around us, and Crawford is committed leveraging our technology and expertise to lead the way.