According to Andrew Peet, Head of Operations at 360Globalnet, claims management and the insurance industry as a whole need to move with a “sense of urgency” to cut costs from the claims process while increasing satisfaction among policyholder and claimants.  The use of technology to create efficiency in the end-to-end claims process depends on the user’s ability to “think strategically” and select the right technology. It can also form the baseline for future risk assessment.

Mr. Peet sees a disconnect between customer expectations and what ‘some’ carriers want to deliver. He notes that the vast majority of US consumers are within arm’s length of the their cell phone 24/7, and they expect to do business using that device. He recommends taking a holistic view of the entire process, and looking for a single solution that delivers a benefits to the entire claims management and risk assessment process.

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