Nov 05, 2018

The digital dialogue during insurance claims

Automating customer communication using new technologies

Any claims professional worth their salt knows that regular and timely customer communication plays a vital role in the successful outcome of a claim. How often have we all seen claims go south due to frustrated customers having been left in the dark about the status of their claims?

To try to address this major customer pain point, insurers are now investing in digital technology that delivers updates throughout the life cycle of a claim. Utilizing this technology at key milestones keeps the customer informed of progress and relieves some of the stress on loss-adjusting staff to juggle investigations, accurate evaluations, and communication.

These are the critical points where we know technology can improve claims communication.

Claim acknowledgement

Once first notice of loss (FNOL) is completed, robotic process automation (RPA) can create and transmit an email and/or text to the insured, acknowledging receipt of the claim. But the information doesn't have to stop there. It can also provide key information about the claim, such as the circumstances of the loss, dates, parties, property damaged, and contact information. A link to the insurer's website means the insured can continue to track the status of their claims.

Document management

A claims system can apply machine learning to learn when key documents need to be sent to different parties throughout a claim. When this is combined with RPA to generate the corresponding documents and forms, document management becomes automated. As the system generates the paperwork, an email is sent to the customer with the document attached and instructions on what to do with it, any due date, and how to return it to the insurer using a link in the email to upload the forms. Once the documents are received back, the customer receives an automatic acknowledgement for peace of mind.

Customer service

Customers have questions at all stages of a claim. As well as being able to track the status of a claim on the insurer's website, AI-powered chatbots can be used within the website to improve customer service – e.g. answering questions on a claim, the process, or policy queries. This not only keeps the customer up-to-date but builds confidence that the claim is progressing

Estimate and repair status

One of the main subjects the insured wants information on is the status of repairs. Let's look at an example from an auto loss. Once the estimate is completed and uploaded into the claims system, RPA can send out a text and/or email to the customer, advising of estimate completion, value of the damage, photos if desired, and copy of the estimate. As the vehicle moves into the repair process, the carrier, in partnership with the repair shop, provides regular status updates to the customer. The shop takes photos during the repair process and uploads them into the claims system. Using the imbedded technology, the system automatically sends a repair update and the photos to the customer. This way, the customer stays informed throughout repairs, leading to less frustration about progress and timelines.


The end goal for insureds. For a spike in customer satisfaction, insurers can send alerts once payment has been issued, with details of the amount, method of payment, and even a photo of the check if needed.

Customer satisfaction surveys

Insurers need to know how happy customers were with the claims process so they can monitor performance and make improvements. Using AI and RPA, a carrier can customize and send a post-claim survey to the customer. The personalization can reflect the specific details of the loss so the insured is more likely to complete the survey and feedback key performance metrics. Robotics can then analyze the results and provide feedback to the insurer.

About the author

Tim Thomas

Tim Thomas

Claims Practice Leader, Insurance

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