Gartner Research

North American Life Insurance CIOs Must Rethink Claims Modernization to Support Digital Transformation

Published: 02 October 2017

ID: G00337325

Analyst(s): Richard Natale

Summary

Life insurance CIOs in North America might think that claims administration is working well. But those who ignore the need to modernize this critical customer experience touchpoint in their digital journey are making a mistake that will threaten revenue and growth.

Table Of Contents
  • Impacts

Analysis

Impacts and Recommendations

  • A lack of innovation with emerging technologies will lead North American life insurance CIOs to incremental rather than transformational claims administration change
  • Conflicting requirements for compassionate care versus optimizing claims productivity require North American life insurance CIOs to choose claims solutions that support flexible and scalable operations
  • Complex insurance products, risk management requirements and customer service expectations will force North American life insurance CIOs to seek alternative sourcing paths for claims administration solutions

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