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By Dieter PUTZEYS, Insurance Lead at KPMG Luxembourg
The insurance sector is undergoing a lot of changes and the claims function is at the heart of this transformation. At the macro level there are four trends driving the traditional claims function into a new era of enhanced service, modern capabilities and efficiency. The momentum surrounding all four trends is significant and outlined below.
Clients expect more — Claims are the ‘moment of truth’ for clients who discover the true value of their insurers at the most vulnerable moment of the relationship. Claims also represent one of the few opportunities for insurers to deliver a positive client experience, build client loyalty, and collect valuable data to improve operations and client...
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