The evolution of the claims experience
Insurance claims processing is undergoing major changes. USAA's Sean Burgess shares how his insurer is handling an evolving industry.
Claims Magazine had an opportunity to sit down with Sean Burgess, chief claims officer with USAA. We asked him what challenges the insurance claims industry is facing and how USAA is addressing many of the issues facing insurers.
Here are excerpts from that conversation.
Claims: The insurance industry has changed tremendously over the last five years. In the midst of these changes, how does USAA continue to meet and exceed its members’ expectations?
Burgess: By keeping our members at the forefront of everything we do. Our innovation labs focus on what it means to go through the claims experience as a member. It puts our team in the members’ shoes. Technology will be there and accelerate and drive the claims experience. We have to keep the members at the center of everything we do. That’s always our mantra, and we are committed to that.
Claims: Is technology helping you to handle complex claims more easily and affecting claims handling in general?
Burgess: Yes. As we take the simpler tasks through digital channels, we realized there are many aspects of complex claims that can be automated and digitized as well. This allows the adjusters to focus on the empathetic and compassionate aspects of claims and lets them be the concierge of the process.
Claims: With so many in the industry retiring, how does that affect your ability to provide the level of customer service your members expect for their claims? Are their expectations changing?
Burgess: It has accelerated our focus on our overall talent management strategy and put it in the upper echelon of our priorities. A lot of talent will be leaving, and there are ways to capture that knowledge. Adjusters had to go to a site before; now, they can adjust losses from their homes. Taking that knowledge and helping them to teach others while learning new technology will be a huge benefit. The transfer of knowledge from the adjuster to automation and technology will extend the careers of many people.
Artificial intelligence and machine learning can be scary. Our focus is to continuously communicate the value of adjusters in knowledge and empathy. Adjusters can see that technology is making their jobs easier.
This also helps to maintain satisfaction with our members because we have employees who really care about serving military families. We remind and train our employees of their purpose and role. That has been woven throughout the years of service. Our staff continues to be innovative and reinvent themselves. We were a leader in adopting the use of the 1-800 number for our highly mobile military members, the deposit, and mobile check options, and we have a partnership with State Farm, and we’re utilizing blockchain. Our focus is on innovation and our members.
Claims: What do you think are the greatest challenges facing the insurance industry today?
Burgess: The rapid pace of change. It’s always happened, but the industry is required to change at a pace we haven’t had to before. Successful ones will change. Talent management is another challenge with making sure you have a plan in place. Tech is here, but your people and processes need to be ready to adjust on a large scale. Disruption in the insurance space — we need to participate in it and embrace the partnerships with Fintechs and InsurTechs. We can create partnerships to make it easier for everyone.
Claims: What excites you the most about the future of the industry?
Burgess: That we are seen more and more as an industry that takes care of people. I’ve always felt that in my heart with taking care of military families. I see less friction as being hugely positive. If you love living in a dynamic environment, this is no longer a stodgy and slow industry — it’s an occupation that takes care of society and people.
Editor’s Note: Claims Magazine interviewed Sean Burgess at the Insurance Nexus conference. More details on the upcoming Insurance Nexus Connected Claims USA Summit can be found here.
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