Altus Insurance whitepaper spreads - Flipbook - Page 20
Engineering works –
progress update
Chapter Summary
• Whilst real transformation in claims has been slow to take shape, we are now starting to see examples
of major personal lines insurers taking a lead on claims innovation.
• esure has replaced its core platform with a modern, flexible solution that has enabled full-scale
transformation across its claims function, with various third-party vendors integrating with the new
platform.
• Zurich has integrated multiple technology solutions with its core platform to delivery AI-supported
claims management across property and motor claims.
• Ageas has implemented AI image analysis in motor claims, enabling the automation and acceleration
of the steps involved in assessing vehicle damage, estimating repair costs and making decisions as to
whether a car should be repaired or replaced.
• Leading an industry-wide initiative, Flood Re has persuaded insurers to collaborate and go beyond the
principle of indemnity under its “Build Back Better” scheme, under which home insurers will pay for the
completion of flood resilience improvements in addition to repairing the property a昀琀er a flood.
Despite the challenges identi昀椀ed in previous chapters, there are examples
of insurers demonstrating a real focus on improving the claims process, and
moving towards a model which more and more customers are going to expect
in the near-term future.
Pockets of excellence
These range from an emphasis on an intuitive selfserve process, through to speci昀椀c solutions which
support accurate and immediate assessments of
claims, and on towards a model which enables
straight through processing for low cost, low
complexity claims.
esure
As highlighted earlier, one of the main drags on
transformation is the fact that many insurers still
operate on legacy platforms. esure, one of the
largest private motor insurers in the UK, partnered
with EIS, a cloud platform provider, to migrate its
policy and claims systems to a new core platform.
esure has taken the opportunity of this digital
overhaul to undertake a full transformation of it’s
claims processes and is building what it describes
as a highly con昀椀gurable platform with strong
integration capabilities, supporting further digital
development.
What these developments demonstrate is that while
there are di昀昀erent areas and levels of focus in each
example, there is a genuine sense that insurers are
moving towards a more optimised model for claims
management, or at the very least, exploring the
opportunities available.
While EIS is the core
platform, esure has
engaged with a range
of technology suppliers
to a deliver a full self-serve and digitised claims
process which has resulted in between 30-50% of
customers using their eFNOL process – a headline
number that will clearly be having a positive impact
on the underlying operating costs.
However, it is crucial to understand that while
technology was an enabler in this transformation,
the business will also have needed to undergo
signi昀椀cant changes in the operating model, how
people work and the knowledge management
in the business to ensure the full bene昀椀ts of the
technology are realised.
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