Raising the bar: Six trends driving better claims outcomes

For insurers, delivering on the claims promise is core to their identity. However, delivering on this promise has become more challenging as customer expectations change, new products are launched with different policy terms, regulatory compliance requirements continue to evolve and technology modernisation programs are designed and rolled out.

As pressures mount across the insurance value chain, the claims function is emerging as both a challenge and a catalyst. It is the key point of contact between an insurer and its customer, meeting the customer at a time that is often challenging and stressful. Insurers have the opportunity to enhance customer loyalty, brand reputation and societal outcomes by focusing on this pivotal aspect of the insurance chain.

As part of Deloitte’s Growth in Insurance series, we have analysed the latest global best practices and emerging changes to identify and explore six key trends in insurance claims:

• Technology & Gen AI: Enabling growth and cost efficiencies through new technology.
• CX & Operating Models: Enhancing the claims experience through deep digital enablement.
• Claims Data Use: A more responsive claims process through better use of data.
• Claims Sustainability: Resilient and scalable operations with sustainability of effort and resources.
• Regulatory Change: Leading regulatory readiness.
• Insurance Claims Fraud: Reducing fraud whilst supporting genuine claims. 
  
  

This report explores these trends and outlines key challenges and opportunities for insurers to develop a more resilient, responsive, agile and impactful claims experience.