The claims industry is dedicated to taking care of people, so front-line customer service roles are among our most critical jobs. The functional name may differ across organizations — call center, service center, contact center — but the …
It’s hard to escape the buzz surrounding ChatGPT, an innovative artificial intelligence (AI) tool that uses natural language processing to respond conversationally to human prompts for information and task requests. The chatbot and its underlying gen…
Against the backdrop of a tight labor market and consumer expectations of instant gratification, many customers are eagerly looking for ways to bring greater efficiency to the claims process without sacrificing the end-user experience. Oftentimes, au…
On-the-job injuries present a variety of challenges for impacted employees and their employers. In today's podcast we are joined by Beth Burry, managing director, clinical programs and Jo Copeland, SVP design and strategy who discuss what clinical co…
Over the course of the COVID-19 pandemic, our industry has adopted technology more rapidly. As a result, we’ve found new opportunities to incorporate digital solutions that streamline and enhance the claims process — from field apps to intuitiv…
Insurance carriers are continually looking for ways to process claims faster without sacrificing quality and to improve the claims experience for their valued policyholders. Many have turned to the burgeoning field of insurtech but have encountered c…
The COVID-19 pandemic compelled the insurance industry to move quickly and adopt digital, tech-based solutions that could be creatively applied to existing claims processes. While much of this tech – self-service forms, video chat, etc. – predated th…
That magic moment . . . no, we aren’t launching a new dating site. What we’re talking about is that specific point in time when a claim could and should have been settled and for some reason, often one beyond the control of the examiner, it wasn’t. …
When I started my career as a young claims adjuster at an insurance company, my managers showed me the secret handshake and explained the position’s responsibilities. They then told me that to settle claims, we would negotiate to an agreed level of i…