A New Look at Claims : Claims innovation is improving the customer experience

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      <subfield code="a">In a competitive insurance marketplace, insurers' ability to differentiate their offerings is critical to their growth and profitability. An area where innovative technologies are already making a difference is claims service. The claims experience is an enormously important differentiator in insurance. A claim is where an insurer's promise is fulfilled, expectations are met or exceeded, and the process of recovery from a loss begins. Technology innovations are enabling insurers and claims companies to enhance the customer's experience, increase policyholder satisfaction, affirm policyholders' trust, build lasting relationships and bring unprecedented efficiencies to the claims process. This report explores some of these new technologies and how they are changing the claims journey, increasing responsiveness and improving the customer experience. </subfield>
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