At the end of each year, our dedicated Carrier Practice Team prepares for the important strategic undertaking of putting together our annual whitepaper, The Carrier Perspective.
We’re proud to have seen it become a global resource for carriers as they navigate the year to come and make important decisions that shape the future of their businesses and the industry.
Over the last few months, we have been reviewing the responses to our 2025 Claims Insights surveys from 200 carriers across the globe to uncover the challenges and opportunities that have carriers excited for the future.
Next month, we will reveal unmissable data-driven insights and invaluable takeaways for the year ahead across seven key areas in The Carrier Perspective: 2025 Claims Insights.
As we prepare for the release, we’re excited to share a preview of some key themes we’ll be exploring in greater length next month.
Generative AI Enhances Everyday Work
AI is a subject that few will be surprised to see appear in our whitepaper and many will be eagerly anticipating. Generative AI is rapidly redefining claims management in the insurance industry, offering transformative applications across the claims lifecycle.
In our 2024 whitepaper, 39% of North American carriers reported using generative AI for claims resolution, while 47% were in the process of implementation. Its primary applications included customer service and claims processing. But what strategies are driving the most value from these innovations?
This year, responses from carriers indicate an increasing comfort with the use of AI in everyday operations, but the need for human input, in particular the innate human ability to solve complex claims cases, is still an essential for superior claims management.
Cost Strategies & Legacy Claims
When it comes to cost strategies in 2025, carriers have a lot on their mind, but for an unprecedented number of survey respondents, legacy claims have risen to the forefront due to their compounding impact on organizational profitability and efficiency in a challenging market.
Similarly, legacy claims have long been a critical focus for carriers, with many identifying them as a significant challenge to profitability and efficiency in 2024. Managing longtail exposures and modernizing outdated systems and processes remains a pressing priority, requiring fresh approaches and innovative solutions.
Closing legacy claims portfolios is a key priority for many carriers in 2025. This year, our research dives deeper into how carriers are evolving their strategies to navigate these complexities, uncovering innovative approaches to legacy claims management and exploring how the market is adapting to meet new demands.
The Workforce Evolution Continues
Flexible work arrangements have long dominated workplace discussions. In 2024, North American carriers reported that hybrid models had not reduced employee engagement or productivity, and only 39% expressed concerns about their long-term sustainability. Retention strategies during that time focused heavily on offering competitive salaries and upskilling employees, reflecting the industry’s response to an evolving workforce landscape.
Now in 2025, the focus on workforce strategies remains critical as carriers navigate persistent labor shortages that hinder growth and claims management efficiency. The shifting workforce dynamics call for innovative approaches to attract and retain top talent, moving beyond traditional strategies to address employee expectations around flexibility, wellbeing, and engagement.
Many carriers surveyed agree that labor shortages are having an impact on their organizational ability to grow and manage claims efficiently, making talent retention and attraction a top challenge for the year ahead.
Stay tuned to see how these trends align with our findings in 2025, as we explore how carriers are navigating these challenges and rethinking workforce strategies for a rapidly changing industry landscape.
Customer Experience & Service Excellence
While this is a timeless subject in every service industry, evolving customer expectations continue to make it one of the most consistently important issues of the moment and an area where carriers are constantly looking to new avenues for improvement.
As the insurance industry faces the challenge of balancing the need to create a personalized and seamless end-to-end journey with the importance of speed and efficiency, finding a partner who can help manage the ebb and flow of claims volumes emerges as an important strategy in maintaining reliability and consistently excellent service.
These highlights represent just a glimpse insights that we will be sharing in our complete whitepaper, so make sure you sign up for your advance copy to stay ahead of the curve in 2025.
