Gartner Research

Claims Transformation Is Elevating the Role of the Digital Customer

Published: 03 January 2018

ID: G00346222

Analyst(s): Jeff Haner


Three emerging trends are shifting the customer's role from passive recipient toward active participant in the property and casualty claims process. P&C insurance CIOs should use this research to broaden the impact of their claims transformation initiatives.

Table Of Contents
  • Impacts


Impacts and Recommendations

  • IoT sensors and third-party data sources provide real-time status of insured assets, resulting in more-accurate claims predictions
  • Feedback and incentive mechanisms motivate customers to take action to avoid or minimize claims
  • A growing number of digital channels integrated with core processing enable customers to be more active in the claims process

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