future of claims management - actuaries institute...adjust claim manage reinsurance recoveries...
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Future of Claims Management
Steven Girvan, Melissa Yan
The future of claims
Future of claims research
• In early 2016, EY undertook research to understand how industry executives, thought leaders and analysts view the future of claims operations
• Interviews conducted in North America, Europe, Asia and Australia, with:– Executives at large general insurers
– A range of industry analysts
– Leaders from select FinTech and Insurtech companies
A Very Different Future For ClaimsA Very Different Future For Claims
Decreasing
claims volumes
Severe weather
Sensor revolution
Drive for cost
reduction
Customer
expectation
Modernised
technology
Talent
Connected
organisation
Decreasing claims volumes
Australia experience to date
• Reduction in claim frequency in Home and Motor
portfolio is less obvious
• Could be any real reduction in claim frequency is
offset by other factors such as increased
urbanisation or events
• Advancement in technology are generally slow
to pick up in AustraliaIt is expected that claims
frequency will continue to fall,
significantly in some lines, but
severity may increase in others.
Severe weatherIncreased frequency and localisation of weather related events.
Better technology can also provide advanced warning of these events.
Social media can also be used to track the extent of the event.
Sensor revolution Wearable or personal
technology (“fitbit”).
Location-based sensors homes,
factories and warehouses,
including “smart” thermostats and
security technologies
Sensors on objects,
including personal and
commercial vehicles
and shipping
containers
Geographic information
systems (GIS) that provide
geophysical, topographical,
climatological and hydrological
data
Benefits• Revolutionising claims handling and service
experiences
• Product design
• Pricing
• Customer connection
• Maximizing profitability
Challenges
• Accountability and
value add
• Control of data
Claims
37%
Direct sales and
service
25%
Intermediary and
Partnership Sales
and Service
14%
Engineering
Inspection
6%
Underwriting
Operations
6%
Other Functions
12%
Cost reduction (1/3)► BPM applications
► Cost reduction programs
► Rounds of reductions
► Outsource and captive
centers
► Re-engineering
► Increased regulation
► Product
commoditization
► Increased competition
► New non-traditional
entrants
Implement faster and deeper for
competitive advantage
Unrelenting factors drive
up costs
Past cost reduction
measures are not sufficient
► Robotics► Cloud
► Analytics and data
monetization
► Artificial intelligence
► Blockchain
Headcount as % of Total
IT (BAU) 18%
Direct Sales & Services
16%
Claims14%Facilities
7%
Marketing7%
Other Functions
38%
Costs as % of Total
Common
savings
tactics
Gap to
close
Cost
ratio
Today Target
cost
gap
Sustainable level
Cost reduction (2/3)
RPA acts alone with
very limited human
participation
3
RPA orchestrates existing legacy
applications for transaction processing,
data manipulation, response triggering
and communication
2
RPA uses software to execute
business processes in a repetitive,
audited and controlled manner
1
APP
E R P
Tools Web Applications
ERP
3270Utilities
Databases
“We have no chance of
competing against machines on frequent, high-volume tasks.”
Anthony Goldbloom
Founder and CEO of Kaggle
► 35% of insurers report more than 15%
in cost savings the past 2 years
► 82% percent of insurance leaders plan
on using machine learning and
embedded AI solutions
► 75% are investing in machine learning.
Accenture Technology Vision for Insurance
survey 2016
Cost reduction (3/3)Manage
claims
strategy
Manage claims operations
Manage
individual
claims
Manage claims operational
support
Evaluate impact
of business
strategy
Manage claims
technology
Manage third
parties (including
TPAs)
Manage First Notice
of Loss
Manage third
party recoveries &
captures
Manage
payments
Evaluate external
driver impact
Manage claims
change portfolio
Manage regulatory
compliance
Adjust claim Manage
reinsurance
recoveries
Manage re-
opened claims
Evaluate
capability
requirements
Manage claims
talent
Manage business
intelligence
Manage fraud
investigation
Manage
bordereaux
Close claims
Manage claims
business planManage operating
policies and
procedures
Manage customer
experience incl.
complaints
Manage
aggregates
Situationally valuable
Eliminate material human effort
Get more value from knowledge workers
Reduce costly errors; improve quality
Shorten critical path; Accelerate activities
Customer expectations
What customers demand
Customers at most levels demand a digital claims model. They want to define if, when,
and how they interact with insurance professionals on the same level as their personal policies, health insurance, and wealth management.
What Insurers are not delivering
Insurers are not delivering business owners’ online and mobile expectations, which have been shaped by their experiences as consumers in areas like shopping, banking, and even buying personal insurance online.
Increased self-
service
realisation
Improved
claims
financials
Enhanced
customer
experience
Improved
claims
operations
Digital Claims Strategy Success
Insurtech
SUPPLY CHAIN MANAGEMENT
Supplier payment
ProcurementSupplier
relationship management
Multi channel integration &
support
End to end process
management
CHANNEL &PROCESS
MANAGEMENT
VALUE CONTRIBUTION TO THE GROUPValue
contributionRelationship management
Organisational interaction
ORGANISATIONALINTELLIGENCE
External intelligence
Knowledge management
Data management
MI Analytics
STRATEGY & PLANNINGLeadershipSetting of
strategic vision & objectives
InnovationOperational risk
managementFinancial control and performance
Demand management
CLAIMS EVALUATION & ADJUSTMENT
Claims handling
Claims notification
Field force logistics
Fraud prevention & detection
Litigation management
Technical expertise
Reinsurance
Case estimating
CLAIMS SETTLEMENT & FULFILMENT
Effective claims payment
Motor repair management
Salvage & roadside
assistance
Claims fulfilment
Subrogation & recovery
management
Network management
APPROPRIATE USE OF IT
Service delivery management
IT alignment to business objectives
Management of IT change
SKILLS & TALENT
People performance management
Effective use of HR
Recruitment, acquisition &
retention of people
Training & development
CUSTOMER & SERVICE EXPERIENCE
Customer relationship management
Relationships with claimant third parties
ComplaintsContact centre management
INFLUENCE, CHANGE &
COMMUNICATION
Relationships with external
bodies
Effective communication
Culture & values
Business performance improvement
SUPPLY CHAIN MANAGEMENT
Supplier payment
ProcurementSupplier
relationship management
SUPPLY CHAIN MANAGEMENT
Supplier payment
ProcurementSupplier
relationship management
Multi channel integration &
support
End to end process
management
CHANNEL &PROCESS
MANAGEMENT
Multi channel integration &
support
End to end process
management
CHANNEL &PROCESS
MANAGEMENT
VALUE CONTRIBUTION TO THE GROUPValue
contributionRelationship management
Organisational interactionVALUE CONTRIBUTION TO THE GROUP
Value contribution
Relationship management
Organisational interaction
ORGANISATIONALINTELLIGENCE
External intelligence
Knowledge management
Data management
MI Analytics
ORGANISATIONALINTELLIGENCE
External intelligence
Knowledge management
Data management
MI Analytics
STRATEGY & PLANNINGLeadershipSetting of
strategic vision & objectives
InnovationOperational risk
managementFinancial control and performance
Demand management
STRATEGY & PLANNINGLeadershipSetting of
strategic vision & objectives
InnovationOperational risk
managementFinancial control and performance
Demand management
CLAIMS EVALUATION & ADJUSTMENT
Claims handling
Claims notification
Field force logistics
Fraud prevention & detection
Litigation management
Technical expertise
Reinsurance
Case estimating
CLAIMS EVALUATION & ADJUSTMENT
Claims handling
Claims notification
Field force logistics
Fraud prevention & detection
Litigation management
Technical expertise
Reinsurance
Case estimating
CLAIMS SETTLEMENT & FULFILMENT
Effective claims payment
Motor repair management
Salvage & roadside
assistance
Claims fulfilment
Subrogation & recovery
management
Network management
CLAIMS SETTLEMENT & FULFILMENT
Effective claims payment
Motor repair management
Salvage & roadside
assistance
Claims fulfilment
Subrogation & recovery
management
Network management
APPROPRIATE USE OF IT
Service delivery management
IT alignment to business objectives
Management of IT change
APPROPRIATE USE OF IT
Service delivery management
IT alignment to business objectives
Management of IT change
SKILLS & TALENT
People performance management
Effective use of HR
Recruitment, acquisition &
retention of people
Training & development
SKILLS & TALENT
People performance management
Effective use of HR
Recruitment, acquisition &
retention of people
Training & development
CUSTOMER & SERVICE EXPERIENCE
Customer relationship management
Relationships with claimant third parties
ComplaintsContact centre management
CUSTOMER & SERVICE EXPERIENCE
Customer relationship management
Relationships with claimant third parties
ComplaintsContact centre management
INFLUENCE, CHANGE &
COMMUNICATION
Relationships with external
bodies
Effective communication
Culture & values
Business performance improvement
INFLUENCE, CHANGE &
COMMUNICATION
Relationships with external
bodies
Effective communication
Culture & values
Business performance improvement
Relationship
management
SUPPLY CHAIN MANAGEMENT
Supplier payment
ProcurementSupplier
relationship management
Multi channel integration &
support
End to end process
management
CHANNEL &PROCESS
MANAGEMENT
VALUE CONTRIBUTION TO THE GROUPValue
contributionRelationship management
Organisational interaction
ORGANISATIONALINTELLIGENCE
External intelligence
Knowledge management
Data management
MI Analytics
STRATEGY & PLANNINGLeadershipSetting of
strategic vision & objectives
InnovationOperational risk
managementFinancial control and performance
Demand management
CLAIMS EVALUATION & ADJUSTMENT
Claims handling
Claims notification
Field force logistics
Fraud prevention & detection
Litigation management
Technical expertise
Reinsurance
Case estimating
CLAIMS SETTLEMENT & FULFILMENT
Effective claims payment
Motor repair management
Salvage & roadside
assistance
Claims fulfilment
Subrogation & recovery
management
Network management
APPROPRIATE USE OF IT
Service delivery management
IT alignment to business objectives
Management of IT change
SKILLS & TALENT
People performance management
Effective use of HR
Recruitment, acquisition &
retention of people
Training & development
CUSTOMER & SERVICE EXPERIENCE
Customer relationship management
Relationships with claimant third parties
ComplaintsContact centre management
INFLUENCE, CHANGE &
COMMUNICATION
Relationships with external
bodies
Effective communication
Culture & values
Business performance improvement
SUPPLY CHAIN MANAGEMENT
Supplier payment
ProcurementSupplier
relationship management
SUPPLY CHAIN MANAGEMENT
Supplier payment
ProcurementSupplier
relationship management
Multi channel integration &
support
End to end process
management
CHANNEL &PROCESS
MANAGEMENT
Multi channel integration &
support
End to end process
management
CHANNEL &PROCESS
MANAGEMENT
VALUE CONTRIBUTION TO THE GROUPValue
contributionRelationship management
Organisational interactionVALUE CONTRIBUTION TO THE GROUP
Value contribution
Relationship management
Organisational interaction
ORGANISATIONALINTELLIGENCE
External intelligence
Knowledge management
Data management
MI Analytics
ORGANISATIONALINTELLIGENCE
External intelligence
Knowledge management
Data management
MI Analytics
STRATEGY & PLANNINGLeadershipSetting of
strategic vision & objectives
InnovationOperational risk
managementFinancial control and performance
Demand management
STRATEGY & PLANNINGLeadershipSetting of
strategic vision & objectives
InnovationOperational risk
managementFinancial control and performance
Demand management
CLAIMS EVALUATION & ADJUSTMENT
Claims handling
Claims notification
Field force logistics
Fraud prevention & detection
Litigation management
Technical expertise
Reinsurance
Case estimating
CLAIMS EVALUATION & ADJUSTMENT
Claims handling
Claims notification
Field force logistics
Fraud prevention & detection
Litigation management
Technical expertise
Reinsurance
Case estimating
CLAIMS SETTLEMENT & FULFILMENT
Effective claims payment
Motor repair management
Salvage & roadside
assistance
Claims fulfilment
Subrogation & recovery
management
Network management
CLAIMS SETTLEMENT & FULFILMENT
Effective claims payment
Motor repair management
Salvage & roadside
assistance
Claims fulfilment
Subrogation & recovery
management
Network management
APPROPRIATE USE OF IT
Service delivery management
IT alignment to business objectives
Management of IT change
APPROPRIATE USE OF IT
Service delivery management
IT alignment to business objectives
Management of IT change
SKILLS & TALENT
People performance management
Effective use of HR
Recruitment, acquisition &
retention of people
Training & development
SKILLS & TALENT
People performance management
Effective use of HR
Recruitment, acquisition &
retention of people
Training & development
CUSTOMER & SERVICE EXPERIENCE
Customer relationship management
Relationships with claimant third parties
ComplaintsContact centre management
CUSTOMER & SERVICE EXPERIENCE
Customer relationship management
Relationships with claimant third parties
ComplaintsContact centre management
INFLUENCE, CHANGE &
COMMUNICATION
Relationships with external
bodies
Effective communication
Culture & values
Business performance improvement
INFLUENCE, CHANGE &
COMMUNICATION
Relationships with external
bodies
Effective communication
Culture & values
Business performance improvement
Contact Centre
ManagementComplaints
Relationships with
claimant third parties
Customer
relationship
management
SUPPLY CHAIN MANAGEMENT
Supplier payment
ProcurementSupplier
relationship management
Multi channel integration &
support
End to end process
management
CHANNEL &PROCESS
MANAGEMENT
VALUE CONTRIBUTION TO THE GROUPValue
contributionRelationship management
Organisational interaction
ORGANISATIONALINTELLIGENCE
External intelligence
Knowledge management
Data management
MI Analytics
STRATEGY & PLANNINGLeadershipSetting of
strategic vision & objectives
InnovationOperational risk
managementFinancial control and performance
Demand management
CLAIMS EVALUATION & ADJUSTMENT
Claims handling
Claims notification
Field force logistics
Fraud prevention & detection
Litigation management
Technical expertise
Reinsurance
Case estimating
CLAIMS SETTLEMENT & FULFILMENT
Effective claims payment
Motor repair management
Salvage & roadside
assistance
Claims fulfilment
Subrogation & recovery
management
Network management
APPROPRIATE USE OF IT
Service delivery management
IT alignment to business objectives
Management of IT change
SKILLS & TALENT
People performance management
Effective use of HR
Recruitment, acquisition &
retention of people
Training & development
CUSTOMER & SERVICE EXPERIENCE
Customer relationship management
Relationships with claimant third parties
ComplaintsContact centre management
INFLUENCE, CHANGE &
COMMUNICATION
Relationships with external
bodies
Effective communication
Culture & values
Business performance improvement
SUPPLY CHAIN MANAGEMENT
Supplier payment
ProcurementSupplier
relationship management
SUPPLY CHAIN MANAGEMENT
Supplier payment
ProcurementSupplier
relationship management
Multi channel integration &
support
End to end process
management
CHANNEL &PROCESS
MANAGEMENT
Multi channel integration &
support
End to end process
management
CHANNEL &PROCESS
MANAGEMENT
VALUE CONTRIBUTION TO THE GROUPValue
contributionRelationship management
Organisational interactionVALUE CONTRIBUTION TO THE GROUP
Value contribution
Relationship management
Organisational interaction
ORGANISATIONALINTELLIGENCE
External intelligence
Knowledge management
Data management
MI Analytics
ORGANISATIONALINTELLIGENCE
External intelligence
Knowledge management
Data management
MI Analytics
STRATEGY & PLANNINGLeadershipSetting of
strategic vision & objectives
InnovationOperational risk
managementFinancial control and performance
Demand management
STRATEGY & PLANNINGLeadershipSetting of
strategic vision & objectives
InnovationOperational risk
managementFinancial control and performance
Demand management
CLAIMS EVALUATION & ADJUSTMENT
Claims handling
Claims notification
Field force logistics
Fraud prevention & detection
Litigation management
Technical expertise
Reinsurance
Case estimating
CLAIMS EVALUATION & ADJUSTMENT
Claims handling
Claims notification
Field force logistics
Fraud prevention & detection
Litigation management
Technical expertise
Reinsurance
Case estimating
CLAIMS SETTLEMENT & FULFILMENT
Effective claims payment
Motor repair management
Salvage & roadside
assistance
Claims fulfilment
Subrogation & recovery
management
Network management
CLAIMS SETTLEMENT & FULFILMENT
Effective claims payment
Motor repair management
Salvage & roadside
assistance
Claims fulfilment
Subrogation & recovery
management
Network management
APPROPRIATE USE OF IT
Service delivery management
IT alignment to business objectives
Management of IT change
APPROPRIATE USE OF IT
Service delivery management
IT alignment to business objectives
Management of IT change
SKILLS & TALENT
People performance management
Effective use of HR
Recruitment, acquisition &
retention of people
Training & development
SKILLS & TALENT
People performance management
Effective use of HR
Recruitment, acquisition &
retention of people
Training & development
CUSTOMER & SERVICE EXPERIENCE
Customer relationship management
Relationships with claimant third parties
ComplaintsContact centre management
CUSTOMER & SERVICE EXPERIENCE
Customer relationship management
Relationships with claimant third parties
ComplaintsContact centre management
INFLUENCE, CHANGE &
COMMUNICATION
Relationships with external
bodies
Effective communication
Culture & values
Business performance improvement
INFLUENCE, CHANGE &
COMMUNICATION
Relationships with external
bodies
Effective communication
Culture & values
Business performance improvement
Claims HandlingField Force
logistics
Litigation
ManagementReinsurance
Claims
notificationFraud prevention
& detection
Case estimatingTechnical
expertise
SUPPLY CHAIN MANAGEMENT
Supplier payment
ProcurementSupplier
relationship management
Multi channel integration &
support
End to end process
management
CHANNEL &PROCESS
MANAGEMENT
VALUE CONTRIBUTION TO THE GROUPValue
contributionRelationship management
Organisational interaction
ORGANISATIONALINTELLIGENCE
External intelligence
Knowledge management
Data management
MI Analytics
STRATEGY & PLANNINGLeadershipSetting of
strategic vision & objectives
InnovationOperational risk
managementFinancial control and performance
Demand management
CLAIMS EVALUATION & ADJUSTMENT
Claims handling
Claims notification
Field force logistics
Fraud prevention & detection
Litigation management
Technical expertise
Reinsurance
Case estimating
CLAIMS SETTLEMENT & FULFILMENT
Effective claims payment
Motor repair management
Salvage & roadside
assistance
Claims fulfilment
Subrogation & recovery
management
Network management
APPROPRIATE USE OF IT
Service delivery management
IT alignment to business objectives
Management of IT change
SKILLS & TALENT
People performance management
Effective use of HR
Recruitment, acquisition &
retention of people
Training & development
CUSTOMER & SERVICE EXPERIENCE
Customer relationship management
Relationships with claimant third parties
ComplaintsContact centre management
INFLUENCE, CHANGE &
COMMUNICATION
Relationships with external
bodies
Effective communication
Culture & values
Business performance improvement
SUPPLY CHAIN MANAGEMENT
Supplier payment
ProcurementSupplier
relationship management
SUPPLY CHAIN MANAGEMENT
Supplier payment
ProcurementSupplier
relationship management
Multi channel integration &
support
End to end process
management
CHANNEL &PROCESS
MANAGEMENT
Multi channel integration &
support
End to end process
management
CHANNEL &PROCESS
MANAGEMENT
VALUE CONTRIBUTION TO THE GROUPValue
contributionRelationship management
Organisational interactionVALUE CONTRIBUTION TO THE GROUP
Value contribution
Relationship management
Organisational interaction
ORGANISATIONALINTELLIGENCE
External intelligence
Knowledge management
Data management
MI Analytics
ORGANISATIONALINTELLIGENCE
External intelligence
Knowledge management
Data management
MI Analytics
STRATEGY & PLANNINGLeadershipSetting of
strategic vision & objectives
InnovationOperational risk
managementFinancial control and performance
Demand management
STRATEGY & PLANNINGLeadershipSetting of
strategic vision & objectives
InnovationOperational risk
managementFinancial control and performance
Demand management
CLAIMS EVALUATION & ADJUSTMENT
Claims handling
Claims notification
Field force logistics
Fraud prevention & detection
Litigation management
Technical expertise
Reinsurance
Case estimating
CLAIMS EVALUATION & ADJUSTMENT
Claims handling
Claims notification
Field force logistics
Fraud prevention & detection
Litigation management
Technical expertise
Reinsurance
Case estimating
CLAIMS SETTLEMENT & FULFILMENT
Effective claims payment
Motor repair management
Salvage & roadside
assistance
Claims fulfilment
Subrogation & recovery
management
Network management
CLAIMS SETTLEMENT & FULFILMENT
Effective claims payment
Motor repair management
Salvage & roadside
assistance
Claims fulfilment
Subrogation & recovery
management
Network management
APPROPRIATE USE OF IT
Service delivery management
IT alignment to business objectives
Management of IT change
APPROPRIATE USE OF IT
Service delivery management
IT alignment to business objectives
Management of IT change
SKILLS & TALENT
People performance management
Effective use of HR
Recruitment, acquisition &
retention of people
Training & development
SKILLS & TALENT
People performance management
Effective use of HR
Recruitment, acquisition &
retention of people
Training & development
CUSTOMER & SERVICE EXPERIENCE
Customer relationship management
Relationships with claimant third parties
ComplaintsContact centre management
CUSTOMER & SERVICE EXPERIENCE
Customer relationship management
Relationships with claimant third parties
ComplaintsContact centre management
INFLUENCE, CHANGE &
COMMUNICATION
Relationships with external
bodies
Effective communication
Culture & values
Business performance improvement
INFLUENCE, CHANGE &
COMMUNICATION
Relationships with external
bodies
Effective communication
Culture & values
Business performance improvement
Multi channel
integration &
support
End to end process
management
SUPPLY CHAIN MANAGEMENT
Supplier payment
ProcurementSupplier
relationship management
Multi channel integration &
support
End to end process
management
CHANNEL &PROCESS
MANAGEMENT
VALUE CONTRIBUTION TO THE GROUPValue
contributionRelationship management
Organisational interaction
ORGANISATIONALINTELLIGENCE
External intelligence
Knowledge management
Data management
MI Analytics
STRATEGY & PLANNINGLeadershipSetting of
strategic vision & objectives
InnovationOperational risk
managementFinancial control and performance
Demand management
CLAIMS EVALUATION & ADJUSTMENT
Claims handling
Claims notification
Field force logistics
Fraud prevention & detection
Litigation management
Technical expertise
Reinsurance
Case estimating
CLAIMS SETTLEMENT & FULFILMENT
Effective claims payment
Motor repair management
Salvage & roadside
assistance
Claims fulfilment
Subrogation & recovery
management
Network management
APPROPRIATE USE OF IT
Service delivery management
IT alignment to business objectives
Management of IT change
SKILLS & TALENT
People performance management
Effective use of HR
Recruitment, acquisition &
retention of people
Training & development
CUSTOMER & SERVICE EXPERIENCE
Customer relationship management
Relationships with claimant third parties
ComplaintsContact centre management
INFLUENCE, CHANGE &
COMMUNICATION
Relationships with external
bodies
Effective communication
Culture & values
Business performance improvement
SUPPLY CHAIN MANAGEMENT
Supplier payment
ProcurementSupplier
relationship management
SUPPLY CHAIN MANAGEMENT
Supplier payment
ProcurementSupplier
relationship management
Multi channel integration &
support
End to end process
management
CHANNEL &PROCESS
MANAGEMENT
Multi channel integration &
support
End to end process
management
CHANNEL &PROCESS
MANAGEMENT
VALUE CONTRIBUTION TO THE GROUPValue
contributionRelationship management
Organisational interactionVALUE CONTRIBUTION TO THE GROUP
Value contribution
Relationship management
Organisational interaction
ORGANISATIONALINTELLIGENCE
External intelligence
Knowledge management
Data management
MI Analytics
ORGANISATIONALINTELLIGENCE
External intelligence
Knowledge management
Data management
MI Analytics
STRATEGY & PLANNINGLeadershipSetting of
strategic vision & objectives
InnovationOperational risk
managementFinancial control and performance
Demand management
STRATEGY & PLANNINGLeadershipSetting of
strategic vision & objectives
InnovationOperational risk
managementFinancial control and performance
Demand management
CLAIMS EVALUATION & ADJUSTMENT
Claims handling
Claims notification
Field force logistics
Fraud prevention & detection
Litigation management
Technical expertise
Reinsurance
Case estimating
CLAIMS EVALUATION & ADJUSTMENT
Claims handling
Claims notification
Field force logistics
Fraud prevention & detection
Litigation management
Technical expertise
Reinsurance
Case estimating
CLAIMS SETTLEMENT & FULFILMENT
Effective claims payment
Motor repair management
Salvage & roadside
assistance
Claims fulfilment
Subrogation & recovery
management
Network management
CLAIMS SETTLEMENT & FULFILMENT
Effective claims payment
Motor repair management
Salvage & roadside
assistance
Claims fulfilment
Subrogation & recovery
management
Network management
APPROPRIATE USE OF IT
Service delivery management
IT alignment to business objectives
Management of IT change
APPROPRIATE USE OF IT
Service delivery management
IT alignment to business objectives
Management of IT change
SKILLS & TALENT
People performance management
Effective use of HR
Recruitment, acquisition &
retention of people
Training & development
SKILLS & TALENT
People performance management
Effective use of HR
Recruitment, acquisition &
retention of people
Training & development
CUSTOMER & SERVICE EXPERIENCE
Customer relationship management
Relationships with claimant third parties
ComplaintsContact centre management
CUSTOMER & SERVICE EXPERIENCE
Customer relationship management
Relationships with claimant third parties
ComplaintsContact centre management
INFLUENCE, CHANGE &
COMMUNICATION
Relationships with external
bodies
Effective communication
Culture & values
Business performance improvement
INFLUENCE, CHANGE &
COMMUNICATION
Relationships with external
bodies
Effective communication
Culture & values
Business performance improvement
Effective claims
payment
Network
management
Motor repair
management
Salvage & roadside
assistance
Subrogation &
recovery
management
Claims
fulfilmentSUPPLY CHAIN MANAGEMENT
Supplier payment
ProcurementSupplier
relationship management
Multi channel integration &
support
End to end process
management
CHANNEL &PROCESS
MANAGEMENT
VALUE CONTRIBUTION TO THE GROUPValue
contributionRelationship management
Organisational interaction
ORGANISATIONALINTELLIGENCE
External intelligence
Knowledge management
Data management
MI Analytics
STRATEGY & PLANNINGLeadershipSetting of
strategic vision & objectives
InnovationOperational risk
managementFinancial control and performance
Demand management
CLAIMS EVALUATION & ADJUSTMENT
Claims handling
Claims notification
Field force logistics
Fraud prevention & detection
Litigation management
Technical expertise
Reinsurance
Case estimating
CLAIMS SETTLEMENT & FULFILMENT
Effective claims payment
Motor repair management
Salvage & roadside
assistance
Claims fulfilment
Subrogation & recovery
management
Network management
APPROPRIATE USE OF IT
Service delivery management
IT alignment to business objectives
Management of IT change
SKILLS & TALENT
People performance management
Effective use of HR
Recruitment, acquisition &
retention of people
Training & development
CUSTOMER & SERVICE EXPERIENCE
Customer relationship management
Relationships with claimant third parties
ComplaintsContact centre management
INFLUENCE, CHANGE &
COMMUNICATION
Relationships with external
bodies
Effective communication
Culture & values
Business performance improvement
SUPPLY CHAIN MANAGEMENT
Supplier payment
ProcurementSupplier
relationship management
SUPPLY CHAIN MANAGEMENT
Supplier payment
ProcurementSupplier
relationship management
Multi channel integration &
support
End to end process
management
CHANNEL &PROCESS
MANAGEMENT
Multi channel integration &
support
End to end process
management
CHANNEL &PROCESS
MANAGEMENT
VALUE CONTRIBUTION TO THE GROUPValue
contributionRelationship management
Organisational interactionVALUE CONTRIBUTION TO THE GROUP
Value contribution
Relationship management
Organisational interaction
ORGANISATIONALINTELLIGENCE
External intelligence
Knowledge management
Data management
MI Analytics
ORGANISATIONALINTELLIGENCE
External intelligence
Knowledge management
Data management
MI Analytics
STRATEGY & PLANNINGLeadershipSetting of
strategic vision & objectives
InnovationOperational risk
managementFinancial control and performance
Demand management
STRATEGY & PLANNINGLeadershipSetting of
strategic vision & objectives
InnovationOperational risk
managementFinancial control and performance
Demand management
CLAIMS EVALUATION & ADJUSTMENT
Claims handling
Claims notification
Field force logistics
Fraud prevention & detection
Litigation management
Technical expertise
Reinsurance
Case estimating
CLAIMS EVALUATION & ADJUSTMENT
Claims handling
Claims notification
Field force logistics
Fraud prevention & detection
Litigation management
Technical expertise
Reinsurance
Case estimating
CLAIMS SETTLEMENT & FULFILMENT
Effective claims payment
Motor repair management
Salvage & roadside
assistance
Claims fulfilment
Subrogation & recovery
management
Network management
CLAIMS SETTLEMENT & FULFILMENT
Effective claims payment
Motor repair management
Salvage & roadside
assistance
Claims fulfilment
Subrogation & recovery
management
Network management
APPROPRIATE USE OF IT
Service delivery management
IT alignment to business objectives
Management of IT change
APPROPRIATE USE OF IT
Service delivery management
IT alignment to business objectives
Management of IT change
SKILLS & TALENT
People performance management
Effective use of HR
Recruitment, acquisition &
retention of people
Training & development
SKILLS & TALENT
People performance management
Effective use of HR
Recruitment, acquisition &
retention of people
Training & development
CUSTOMER & SERVICE EXPERIENCE
Customer relationship management
Relationships with claimant third parties
ComplaintsContact centre management
CUSTOMER & SERVICE EXPERIENCE
Customer relationship management
Relationships with claimant third parties
ComplaintsContact centre management
INFLUENCE, CHANGE &
COMMUNICATION
Relationships with external
bodies
Effective communication
Culture & values
Business performance improvement
INFLUENCE, CHANGE &
COMMUNICATION
Relationships with external
bodies
Effective communication
Culture & values
Business performance improvement
Training &
development
Recruitment
acquisition &
retention of people
Effective use of HR People performance
management
SUPPLY CHAIN MANAGEMENT
Supplier payment
ProcurementSupplier
relationship management
Multi channel integration &
support
End to end process
management
CHANNEL &PROCESS
MANAGEMENT
VALUE CONTRIBUTION TO THE GROUPValue
contributionRelationship management
Organisational interaction
ORGANISATIONALINTELLIGENCE
External intelligence
Knowledge management
Data management
MI Analytics
STRATEGY & PLANNINGLeadershipSetting of
strategic vision & objectives
InnovationOperational risk
managementFinancial control and performance
Demand management
CLAIMS EVALUATION & ADJUSTMENT
Claims handling
Claims notification
Field force logistics
Fraud prevention & detection
Litigation management
Technical expertise
Reinsurance
Case estimating
CLAIMS SETTLEMENT & FULFILMENT
Effective claims payment
Motor repair management
Salvage & roadside
assistance
Claims fulfilment
Subrogation & recovery
management
Network management
APPROPRIATE USE OF IT
Service delivery management
IT alignment to business objectives
Management of IT change
SKILLS & TALENT
People performance management
Effective use of HR
Recruitment, acquisition &
retention of people
Training & development
CUSTOMER & SERVICE EXPERIENCE
Customer relationship management
Relationships with claimant third parties
ComplaintsContact centre management
INFLUENCE, CHANGE &
COMMUNICATION
Relationships with external
bodies
Effective communication
Culture & values
Business performance improvement
SUPPLY CHAIN MANAGEMENT
Supplier payment
ProcurementSupplier
relationship management
SUPPLY CHAIN MANAGEMENT
Supplier payment
ProcurementSupplier
relationship management
Multi channel integration &
support
End to end process
management
CHANNEL &PROCESS
MANAGEMENT
Multi channel integration &
support
End to end process
management
CHANNEL &PROCESS
MANAGEMENT
VALUE CONTRIBUTION TO THE GROUPValue
contributionRelationship management
Organisational interactionVALUE CONTRIBUTION TO THE GROUP
Value contribution
Relationship management
Organisational interaction
ORGANISATIONALINTELLIGENCE
External intelligence
Knowledge management
Data management
MI Analytics
ORGANISATIONALINTELLIGENCE
External intelligence
Knowledge management
Data management
MI Analytics
STRATEGY & PLANNINGLeadershipSetting of
strategic vision & objectives
InnovationOperational risk
managementFinancial control and performance
Demand management
STRATEGY & PLANNINGLeadershipSetting of
strategic vision & objectives
InnovationOperational risk
managementFinancial control and performance
Demand management
CLAIMS EVALUATION & ADJUSTMENT
Claims handling
Claims notification
Field force logistics
Fraud prevention & detection
Litigation management
Technical expertise
Reinsurance
Case estimating
CLAIMS EVALUATION & ADJUSTMENT
Claims handling
Claims notification
Field force logistics
Fraud prevention & detection
Litigation management
Technical expertise
Reinsurance
Case estimating
CLAIMS SETTLEMENT & FULFILMENT
Effective claims payment
Motor repair management
Salvage & roadside
assistance
Claims fulfilment
Subrogation & recovery
management
Network management
CLAIMS SETTLEMENT & FULFILMENT
Effective claims payment
Motor repair management
Salvage & roadside
assistance
Claims fulfilment
Subrogation & recovery
management
Network management
APPROPRIATE USE OF IT
Service delivery management
IT alignment to business objectives
Management of IT change
APPROPRIATE USE OF IT
Service delivery management
IT alignment to business objectives
Management of IT change
SKILLS & TALENT
People performance management
Effective use of HR
Recruitment, acquisition &
retention of people
Training & development
SKILLS & TALENT
People performance management
Effective use of HR
Recruitment, acquisition &
retention of people
Training & development
CUSTOMER & SERVICE EXPERIENCE
Customer relationship management
Relationships with claimant third parties
ComplaintsContact centre management
CUSTOMER & SERVICE EXPERIENCE
Customer relationship management
Relationships with claimant third parties
ComplaintsContact centre management
INFLUENCE, CHANGE &
COMMUNICATION
Relationships with external
bodies
Effective communication
Culture & values
Business performance improvement
INFLUENCE, CHANGE &
COMMUNICATION
Relationships with external
bodies
Effective communication
Culture & values
Business performance improvementSupplier
relationship
management
ProcurementSupplier
payment
SUPPLY CHAIN MANAGEMENT
Supplier payment
ProcurementSupplier
relationship management
Multi channel integration &
support
End to end process
management
CHANNEL &PROCESS
MANAGEMENT
VALUE CONTRIBUTION TO THE GROUPValue
contributionRelationship management
Organisational interaction
ORGANISATIONALINTELLIGENCE
External intelligence
Knowledge management
Data management
MI Analytics
STRATEGY & PLANNINGLeadershipSetting of
strategic vision & objectives
InnovationOperational risk
managementFinancial control and performance
Demand management
CLAIMS EVALUATION & ADJUSTMENT
Claims handling
Claims notification
Field force logistics
Fraud prevention & detection
Litigation management
Technical expertise
Reinsurance
Case estimating
CLAIMS SETTLEMENT & FULFILMENT
Effective claims payment
Motor repair management
Salvage & roadside
assistance
Claims fulfilment
Subrogation & recovery
management
Network management
APPROPRIATE USE OF IT
Service delivery management
IT alignment to business objectives
Management of IT change
SKILLS & TALENT
People performance management
Effective use of HR
Recruitment, acquisition &
retention of people
Training & development
CUSTOMER & SERVICE EXPERIENCE
Customer relationship management
Relationships with claimant third parties
ComplaintsContact centre management
INFLUENCE, CHANGE &
COMMUNICATION
Relationships with external
bodies
Effective communication
Culture & values
Business performance improvement
SUPPLY CHAIN MANAGEMENT
Supplier payment
ProcurementSupplier
relationship management
SUPPLY CHAIN MANAGEMENT
Supplier payment
ProcurementSupplier
relationship management
Multi channel integration &
support
End to end process
management
CHANNEL &PROCESS
MANAGEMENT
Multi channel integration &
support
End to end process
management
CHANNEL &PROCESS
MANAGEMENT
VALUE CONTRIBUTION TO THE GROUPValue
contributionRelationship management
Organisational interactionVALUE CONTRIBUTION TO THE GROUP
Value contribution
Relationship management
Organisational interaction
ORGANISATIONALINTELLIGENCE
External intelligence
Knowledge management
Data management
MI Analytics
ORGANISATIONALINTELLIGENCE
External intelligence
Knowledge management
Data management
MI Analytics
STRATEGY & PLANNINGLeadershipSetting of
strategic vision & objectives
InnovationOperational risk
managementFinancial control and performance
Demand management
STRATEGY & PLANNINGLeadershipSetting of
strategic vision & objectives
InnovationOperational risk
managementFinancial control and performance
Demand management
CLAIMS EVALUATION & ADJUSTMENT
Claims handling
Claims notification
Field force logistics
Fraud prevention & detection
Litigation management
Technical expertise
Reinsurance
Case estimating
CLAIMS EVALUATION & ADJUSTMENT
Claims handling
Claims notification
Field force logistics
Fraud prevention & detection
Litigation management
Technical expertise
Reinsurance
Case estimating
CLAIMS SETTLEMENT & FULFILMENT
Effective claims payment
Motor repair management
Salvage & roadside
assistance
Claims fulfilment
Subrogation & recovery
management
Network management
CLAIMS SETTLEMENT & FULFILMENT
Effective claims payment
Motor repair management
Salvage & roadside
assistance
Claims fulfilment
Subrogation & recovery
management
Network management
APPROPRIATE USE OF IT
Service delivery management
IT alignment to business objectives
Management of IT change
APPROPRIATE USE OF IT
Service delivery management
IT alignment to business objectives
Management of IT change
SKILLS & TALENT
People performance management
Effective use of HR
Recruitment, acquisition &
retention of people
Training & development
SKILLS & TALENT
People performance management
Effective use of HR
Recruitment, acquisition &
retention of people
Training & development
CUSTOMER & SERVICE EXPERIENCE
Customer relationship management
Relationships with claimant third parties
ComplaintsContact centre management
CUSTOMER & SERVICE EXPERIENCE
Customer relationship management
Relationships with claimant third parties
ComplaintsContact centre management
INFLUENCE, CHANGE &
COMMUNICATION
Relationships with external
bodies
Effective communication
Culture & values
Business performance improvement
INFLUENCE, CHANGE &
COMMUNICATION
Relationships with external
bodies
Effective communication
Culture & values
Business performance improvement
Management of IT
changeIT alignment to
business objectives
Service delivery
management
SUPPLY CHAIN MANAGEMENT
Supplier payment
ProcurementSupplier
relationship management
Multi channel integration &
support
End to end process
management
CHANNEL &PROCESS
MANAGEMENT
VALUE CONTRIBUTION TO THE GROUPValue
contributionRelationship management
Organisational interaction
ORGANISATIONALINTELLIGENCE
External intelligence
Knowledge management
Data management
MI Analytics
STRATEGY & PLANNINGLeadershipSetting of
strategic vision & objectives
InnovationOperational risk
managementFinancial control and performance
Demand management
CLAIMS EVALUATION & ADJUSTMENT
Claims handling
Claims notification
Field force logistics
Fraud prevention & detection
Litigation management
Technical expertise
Reinsurance
Case estimating
CLAIMS SETTLEMENT & FULFILMENT
Effective claims payment
Motor repair management
Salvage & roadside
assistance
Claims fulfilment
Subrogation & recovery
management
Network management
APPROPRIATE USE OF IT
Service delivery management
IT alignment to business objectives
Management of IT change
SKILLS & TALENT
People performance management
Effective use of HR
Recruitment, acquisition &
retention of people
Training & development
CUSTOMER & SERVICE EXPERIENCE
Customer relationship management
Relationships with claimant third parties
ComplaintsContact centre management
INFLUENCE, CHANGE &
COMMUNICATION
Relationships with external
bodies
Effective communication
Culture & values
Business performance improvement
SUPPLY CHAIN MANAGEMENT
Supplier payment
ProcurementSupplier
relationship management
SUPPLY CHAIN MANAGEMENT
Supplier payment
ProcurementSupplier
relationship management
Multi channel integration &
support
End to end process
management
CHANNEL &PROCESS
MANAGEMENT
Multi channel integration &
support
End to end process
management
CHANNEL &PROCESS
MANAGEMENT
VALUE CONTRIBUTION TO THE GROUPValue
contributionRelationship management
Organisational interactionVALUE CONTRIBUTION TO THE GROUP
Value contribution
Relationship management
Organisational interaction
ORGANISATIONALINTELLIGENCE
External intelligence
Knowledge management
Data management
MI Analytics
ORGANISATIONALINTELLIGENCE
External intelligence
Knowledge management
Data management
MI Analytics
STRATEGY & PLANNINGLeadershipSetting of
strategic vision & objectives
InnovationOperational risk
managementFinancial control and performance
Demand management
STRATEGY & PLANNINGLeadershipSetting of
strategic vision & objectives
InnovationOperational risk
managementFinancial control and performance
Demand management
CLAIMS EVALUATION & ADJUSTMENT
Claims handling
Claims notification
Field force logistics
Fraud prevention & detection
Litigation management
Technical expertise
Reinsurance
Case estimating
CLAIMS EVALUATION & ADJUSTMENT
Claims handling
Claims notification
Field force logistics
Fraud prevention & detection
Litigation management
Technical expertise
Reinsurance
Case estimating
CLAIMS SETTLEMENT & FULFILMENT
Effective claims payment
Motor repair management
Salvage & roadside
assistance
Claims fulfilment
Subrogation & recovery
management
Network management
CLAIMS SETTLEMENT & FULFILMENT
Effective claims payment
Motor repair management
Salvage & roadside
assistance
Claims fulfilment
Subrogation & recovery
management
Network management
APPROPRIATE USE OF IT
Service delivery management
IT alignment to business objectives
Management of IT change
APPROPRIATE USE OF IT
Service delivery management
IT alignment to business objectives
Management of IT change
SKILLS & TALENT
People performance management
Effective use of HR
Recruitment, acquisition &
retention of people
Training & development
SKILLS & TALENT
People performance management
Effective use of HR
Recruitment, acquisition &
retention of people
Training & development
CUSTOMER & SERVICE EXPERIENCE
Customer relationship management
Relationships with claimant third parties
ComplaintsContact centre management
CUSTOMER & SERVICE EXPERIENCE
Customer relationship management
Relationships with claimant third parties
ComplaintsContact centre management
INFLUENCE, CHANGE &
COMMUNICATION
Relationships with external
bodies
Effective communication
Culture & values
Business performance improvement
INFLUENCE, CHANGE &
COMMUNICATION
Relationships with external
bodies
Effective communication
Culture & values
Business performance improvement
Business
performance
improvement
Culture & values
Effective
communication
Relationships with
external bodies
SUPPLY CHAIN MANAGEMENT
Supplier payment
ProcurementSupplier
relationship management
Multi channel integration &
support
End to end process
management
CHANNEL &PROCESS
MANAGEMENT
VALUE CONTRIBUTION TO THE GROUPValue
contributionRelationship management
Organisational interaction
ORGANISATIONALINTELLIGENCE
External intelligence
Knowledge management
Data management
MI Analytics
STRATEGY & PLANNINGLeadershipSetting of
strategic vision & objectives
InnovationOperational risk
managementFinancial control and performance
Demand management
CLAIMS EVALUATION & ADJUSTMENT
Claims handling
Claims notification
Field force logistics
Fraud prevention & detection
Litigation management
Technical expertise
Reinsurance
Case estimating
CLAIMS SETTLEMENT & FULFILMENT
Effective claims payment
Motor repair management
Salvage & roadside
assistance
Claims fulfilment
Subrogation & recovery
management
Network management
APPROPRIATE USE OF IT
Service delivery management
IT alignment to business objectives
Management of IT change
SKILLS & TALENT
People performance management
Effective use of HR
Recruitment, acquisition &
retention of people
Training & development
CUSTOMER & SERVICE EXPERIENCE
Customer relationship management
Relationships with claimant third parties
ComplaintsContact centre management
INFLUENCE, CHANGE &
COMMUNICATION
Relationships with external
bodies
Effective communication
Culture & values
Business performance improvement
SUPPLY CHAIN MANAGEMENT
Supplier payment
ProcurementSupplier
relationship management
SUPPLY CHAIN MANAGEMENT
Supplier payment
ProcurementSupplier
relationship management
Multi channel integration &
support
End to end process
management
CHANNEL &PROCESS
MANAGEMENT
Multi channel integration &
support
End to end process
management
CHANNEL &PROCESS
MANAGEMENT
VALUE CONTRIBUTION TO THE GROUPValue
contributionRelationship management
Organisational interactionVALUE CONTRIBUTION TO THE GROUP
Value contribution
Relationship management
Organisational interaction
ORGANISATIONALINTELLIGENCE
External intelligence
Knowledge management
Data management
MI Analytics
ORGANISATIONALINTELLIGENCE
External intelligence
Knowledge management
Data management
MI Analytics
STRATEGY & PLANNINGLeadershipSetting of
strategic vision & objectives
InnovationOperational risk
managementFinancial control and performance
Demand management
STRATEGY & PLANNINGLeadershipSetting of
strategic vision & objectives
InnovationOperational risk
managementFinancial control and performance
Demand management
CLAIMS EVALUATION & ADJUSTMENT
Claims handling
Claims notification
Field force logistics
Fraud prevention & detection
Litigation management
Technical expertise
Reinsurance
Case estimating
CLAIMS EVALUATION & ADJUSTMENT
Claims handling
Claims notification
Field force logistics
Fraud prevention & detection
Litigation management
Technical expertise
Reinsurance
Case estimating
CLAIMS SETTLEMENT & FULFILMENT
Effective claims payment
Motor repair management
Salvage & roadside
assistance
Claims fulfilment
Subrogation & recovery
management
Network management
CLAIMS SETTLEMENT & FULFILMENT
Effective claims payment
Motor repair management
Salvage & roadside
assistance
Claims fulfilment
Subrogation & recovery
management
Network management
APPROPRIATE USE OF IT
Service delivery management
IT alignment to business objectives
Management of IT change
APPROPRIATE USE OF IT
Service delivery management
IT alignment to business objectives
Management of IT change
SKILLS & TALENT
People performance management
Effective use of HR
Recruitment, acquisition &
retention of people
Training & development
SKILLS & TALENT
People performance management
Effective use of HR
Recruitment, acquisition &
retention of people
Training & development
CUSTOMER & SERVICE EXPERIENCE
Customer relationship management
Relationships with claimant third parties
ComplaintsContact centre management
CUSTOMER & SERVICE EXPERIENCE
Customer relationship management
Relationships with claimant third parties
ComplaintsContact centre management
INFLUENCE, CHANGE &
COMMUNICATION
Relationships with external
bodies
Effective communication
Culture & values
Business performance improvement
INFLUENCE, CHANGE &
COMMUNICATION
Relationships with external
bodies
Effective communication
Culture & values
Business performance improvement
Financial control
and performance
Demand
management
Operational risk
managementSetting of strategic
vision & objectivesInnovationLeadership
SUPPLY CHAIN MANAGEMENT
Supplier payment
ProcurementSupplier
relationship management
Multi channel integration &
support
End to end process
management
CHANNEL &PROCESS
MANAGEMENT
VALUE CONTRIBUTION TO THE GROUPValue
contributionRelationship management
Organisational interaction
ORGANISATIONALINTELLIGENCE
External intelligence
Knowledge management
Data management
MI Analytics
STRATEGY & PLANNINGLeadershipSetting of
strategic vision & objectives
InnovationOperational risk
managementFinancial control and performance
Demand management
CLAIMS EVALUATION & ADJUSTMENT
Claims handling
Claims notification
Field force logistics
Fraud prevention & detection
Litigation management
Technical expertise
Reinsurance
Case estimating
CLAIMS SETTLEMENT & FULFILMENT
Effective claims payment
Motor repair management
Salvage & roadside
assistance
Claims fulfilment
Subrogation & recovery
management
Network management
APPROPRIATE USE OF IT
Service delivery management
IT alignment to business objectives
Management of IT change
SKILLS & TALENT
People performance management
Effective use of HR
Recruitment, acquisition &
retention of people
Training & development
CUSTOMER & SERVICE EXPERIENCE
Customer relationship management
Relationships with claimant third parties
ComplaintsContact centre management
INFLUENCE, CHANGE &
COMMUNICATION
Relationships with external
bodies
Effective communication
Culture & values
Business performance improvement
SUPPLY CHAIN MANAGEMENT
Supplier payment
ProcurementSupplier
relationship management
SUPPLY CHAIN MANAGEMENT
Supplier payment
ProcurementSupplier
relationship management
Multi channel integration &
support
End to end process
management
CHANNEL &PROCESS
MANAGEMENT
Multi channel integration &
support
End to end process
management
CHANNEL &PROCESS
MANAGEMENT
VALUE CONTRIBUTION TO THE GROUPValue
contributionRelationship management
Organisational interactionVALUE CONTRIBUTION TO THE GROUP
Value contribution
Relationship management
Organisational interaction
ORGANISATIONALINTELLIGENCE
External intelligence
Knowledge management
Data management
MI Analytics
ORGANISATIONALINTELLIGENCE
External intelligence
Knowledge management
Data management
MI Analytics
STRATEGY & PLANNINGLeadershipSetting of
strategic vision & objectives
InnovationOperational risk
managementFinancial control and performance
Demand management
STRATEGY & PLANNINGLeadershipSetting of
strategic vision & objectives
InnovationOperational risk
managementFinancial control and performance
Demand management
CLAIMS EVALUATION & ADJUSTMENT
Claims handling
Claims notification
Field force logistics
Fraud prevention & detection
Litigation management
Technical expertise
Reinsurance
Case estimating
CLAIMS EVALUATION & ADJUSTMENT
Claims handling
Claims notification
Field force logistics
Fraud prevention & detection
Litigation management
Technical expertise
Reinsurance
Case estimating
CLAIMS SETTLEMENT & FULFILMENT
Effective claims payment
Motor repair management
Salvage & roadside
assistance
Claims fulfilment
Subrogation & recovery
management
Network management
CLAIMS SETTLEMENT & FULFILMENT
Effective claims payment
Motor repair management
Salvage & roadside
assistance
Claims fulfilment
Subrogation & recovery
management
Network management
APPROPRIATE USE OF IT
Service delivery management
IT alignment to business objectives
Management of IT change
APPROPRIATE USE OF IT
Service delivery management
IT alignment to business objectives
Management of IT change
SKILLS & TALENT
People performance management
Effective use of HR
Recruitment, acquisition &
retention of people
Training & development
SKILLS & TALENT
People performance management
Effective use of HR
Recruitment, acquisition &
retention of people
Training & development
CUSTOMER & SERVICE EXPERIENCE
Customer relationship management
Relationships with claimant third parties
ComplaintsContact centre management
CUSTOMER & SERVICE EXPERIENCE
Customer relationship management
Relationships with claimant third parties
ComplaintsContact centre management
INFLUENCE, CHANGE &
COMMUNICATION
Relationships with external
bodies
Effective communication
Culture & values
Business performance improvement
INFLUENCE, CHANGE &
COMMUNICATION
Relationships with external
bodies
Effective communication
Culture & values
Business performance improvement
MI Analytics
Data
Management
Knowledge
management
External intelligence
CONNECTED ORGANISATION
What capabilities will be needed in this
leaner organizational structure?• Robust digital channels to handle most low-complexity claims
• Automated, rules-based processes to replace human
handling and intervention in less complex tasks
• Increased corporate risk management
• Fewer lower-skilled claims handlers, with a greater focus on
more complex adjusting skills
• Sourcing of capability through a more extensive supply chain
network enabled by real-time data flows
• Increased outsourcing and offshoring due to continued cost
pressures and the ability of more providers to handle
• a broader range of claims activities
Personal insurers may
reduce their employee
base by up to 50%
Smaller reductions for
commercial insurers
TALENTWorkers in the claims operation of the
future will have a different set of skills.• Higher skilled and more experienced, thanks to the elimination and
automation of many simple tasks and increased adoption of self-service.
• More sophisticated learning environments and talent management will help retrain or upskill workers to handle more complex claims.
• Analytical skills will be in higher demand as data breadth, volumes and availability expand dramatically, placing a premium on competitive insights.
• Dedicated specialists will be hired, trained or engaged to deal with emerging risks, especially cybercrime, data breaches and fraud.
• Special response units and global Cat teams will be in place to provide supply elasticity to manage surges and spikes in claims volumes due to increasingly frequent weather events or natural disasters.
• Remote working will expand as a means to reduce real estate costs.
The claims workers of the future
will require new skills
Talent management and planning
Skills development and professional status
Manage Change
Technical and management pathways
Virtual teams
Co
nn
ec
ted
org
an
isa
tio
n
FUTURE OF CLAIMS WILL CONTINUE TO BE A
CUSTOMER LED PROGRAM
Design future state
customer journey
maps
Map the underlying
end-to-end customer
processes
Assess operational
requirements and
design operational
model
1 2 3
JOURNEY MAP FOR PERSONAL LINES
FNOL Assessment Repair Payment Finalisation
JOURNEY MAP FOR PERSONAL LINES
FNOL Assessment Repair Payment Finalisation
Cu
sto
me
rIn
sure
rSu
pp
lier
Claim is lodged
Claim is triaged
Internal assessment
External assessment
Insured informed of assessment outcome
Assessor consults with builder/suppliers Repair
conducted
Invoiced payments
Invoicing
Cash settlements
Repair consultation
Repair consultation
~
IDENTIFY CUSTOMER AND INSURER PAIN POINTS
FNOL Assessment Repair Payment Finalisation
Cu
sto
me
rIn
sure
rSu
pp
lier
Claim is lodged
Claim is triaged
Internal assessment
External assessment
Insured informed of assessment outcome
Assessor consults with builder/suppliers
Repair conducted
Invoiced payments
Invoicing
Cash settlements
Repair consultation
Repair consultation
Neutr
al
Positiv
eN
egative
1
1 2 3 5 6
64 5
4
2 3
`
ADDRESS PAIN POINTS
FNOL Assessment Repair Payment Finalisation
Negative
1
1 2 3 5 6
64 5
4
2 3
Tec
hn
olo
gy
Pro
ce
ssP
eo
ple
Omni channel
platform
Robotics,automated triage
Repair estimation tools Property repair
data aggregation
Fast track simple claims
Customer self-service
Robotics,Invoice process
Develop QA framework to address robotic shortcomings
End-to-end system integration (front end, CRM, policy admin system, claims)
Digital tools and online support: Web and mobi sites and *App, *web-chat, Click2Call and Call-
me-back
IVR technology and voice analytics
MI and reporting tool
Defined retention and loyalty strategy
Documented customer journey
Customer communications in simple plain language
Customer feedback process (NPS, surveys, social media)
Workforce optomisation
