95% of claims handlers are embracing technology, new research finds

Insurtech Sprout.ai has today released findings from its survey of UK and US insurance claims handlers, revealing 95% of claims handlers are confident technology will significantly impact claims processing in the next five years. The report shows that contrary to common fears about artificial intelligence (AI) and automation displacing human workers, claims handlers see technology as an opportunity to improve processes, both for themselves and their customers.

The research uncovers that 55% of US and UK respondents struggle with reviewing and processing claims documents and evidence, and the same number are unhappy with compliance and reporting.

The findings also provide an insight into what customers want, from the perspective of those who are dealing with customers day in and day out: the claims handlers. Of those surveyed, 28% say they receive complaints about delays or lack of communication, 20% say they experience requests for more transparency in the claims process, and 17% say they receive suggestions for faster processing.

Roi Amir, CEO of Sprout.ai, said: “The report confirms what we already knew: handlers are becoming increasingly frustrated by challenges around delays and customer communication – and they are now seeing technology as the answer. This is a really promising development for the insurance industry: technology has the potential to turbocharge claims processing. For instance, using AI can take a typical claims process from 30 days to real time and free up handlers’ time to deliver more personalised and empathetic customer communication.”

The research also reveals a divide between UK and US claims handlers’ experiences. Well over twice as many UK claims handlers are struggling to retrieve and review claims documents and evidence, in comparison with their US counterparts (36% versus 14%).

Sprout.ai recently released its new intelligent claims evidence processing product to accelerate the accuracy and speed of claims.