Combining technology with empathy to strengthen the insurance claims process

In this paper, we look at how empathy is becoming the latest priority for insurance customer teams and in particular for claims management, and the role of automation technology in facilitating a more customer friendly approach. We ask, is claims the best way to build customer loyalty? What do customers want from the claims process? What is the role of intelligent automation?  And how to create the right environment for an empathetic customer experience.