Gartner Research

Customer Expectations Push Insurance CIOs Beyond Claims System Replacement

Published: 20 March 2014

ID: G00261146

Analyst(s): Jeff Haner

Summary

Rising expectations for the claims customer experience are driving insurers to provide a broad range of new business capabilities. This transformation in claims management will require CIOs to support an array of technologies far beyond claims system replacement.

Table Of Contents
  • Impacts

Analysis

Impacts and Recommendations

  • World-class customer service experiences in other industries have created expectations among policyholders for a claims experience that insurers are unable to meet
  • As insurance business leaders respond to customer expectations, they are challenging CIOs with the need to support increasingly sophisticated claims management
  • The broad scope of claims transformation will require insurance CIOs to look beyond claims system replacement to an array of supporting technologies

Gartner Recommended Reading

©2020 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client

Learn how to access this content as a Gartner client.