Insurance claims operations management is beginning to break from traditional methods and seek technology to help in running their complex, people-intensive operations, a study has found.
“Claims departments have been historically reluctant to adopt technology solutions, perceiving technology as incapable of duplicating the decisioning process of an experienced claims adjuster,” said TowerGroup, a Needham, Mass.-based research and consulting firm.
The new research found that most claims organizations are still struggling to strike a balance between technology adoption and maintaining an intimate connection with their customers, agents and brokers, said TowerGroup.
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