Claims Workforce of the Future Report - London Market
‘Talent & tech' key to delivering world-class claims service, report finds
The report, entitled Claims Workforce of the Future - London Market, found that while high-calibre technical claims handling skills are prevalent, a better balance is needed between those and various supplementary skills such as data analytics and customer experience management.
Other key findings include:
- new skills and processes are required to successfully transform the London market
- a shift in emphasis is needed by insurers to be much more customer-centric
- technology is not a panacea: culture, processes and approach need to change
- better support is required for claims staff to adapt to the ‘new world’.
Claims Workforce of the Future - London Market report