Gartner Research

P&C Claims Management and Continuous Customer Engagement Merge With Digital Transformation

Published: 04 January 2019

ID: G00346314

Analyst(s): Jeff Haner

Summary

New digital business models will have a dramatic impact on P&C insurance business processes. CIOs face a future in which claims management will intertwine with continuous customer engagement processes and cease to exist in its present form.

Table Of Contents
  • Impacts

Analysis

Impacts and Recommendations

  • New Products and Services Will Prompt CIOs to Accelerate Construction of Their Digital Business Technology Platforms
  • As the Relationship Between Insurer and Policyholder Shifts to Continuous Interaction, CIOs Will Deploy Advanced Analytics
  • P&C Claims Management Will Merge With Customer Engagement Processes

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