Research from RDT (RDT) has found that insurance claims handlers are in favour of greater automation but are also adamant that technology must not replace human judgement in the claims process. 86% of claims handlers believe that technology can improve customer experience and deliver faster, more accurate outcomes, while 70% want automated real-time user updates for customers and 54% believe integrating multiple data sources would improve efficiency. However, 92% of respondents believe human oversight is essential, with 44% believing the necessity for human oversight was necessary to reduce risks or errors without proper safeguards. Only a small minority (3%) would be comfortable removing human oversight and most want automation to assist, not autonomously decide on complex claims. RDTs cloud-native solutions streamline policy management, claims handling, dynamic rating, fraud detection, and workflow automation.
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