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Claims Innovations Make Big Inroads But Still Have a Long Way to Go

Its no surprise to observe that while innovation is definitely happening in some quarters, quite a bit more work remains to be doneand no doubt there will be some slipups along the way.

By John W. DeWitt | Updated on December 13, 2013

At an industry roundtable held earlier this year, Karlyn Carnahan, CPCU, principal at Novarica, framed today’s claims management situation this way:  “People are stuck in a legacy system, culture, and environment. They read about [innovation] and are interested, but their ability to execute is challenging. How do you stay competitive in an industry where you have to keep up?”

In a more recent interview, Carnahan cited a Novarica report issued in June on claims capability, and also noted some examples of carriers that have been keeping up with the trends in this area, all in the name of both greater competitiveness and greater responsiveness to the consumer, who is accustomed to having so many more ways of accessing information, as well as choosing from among insurers.

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