Navigate Changing Customer Expectations by Accelerating the Claims Lifecycle

Navigating the dynamic carrier landscape requires a keen understanding of evolving customer expectations, the pursuit of service excellence, and staying across the latest technology trends. In our new whitepaper, “The Carrier Perspective: 2024 Claims Insights,” we delve into how carriers are adapting to meet these shifting demands while leveraging technology to drive innovation. As we move through 2024, the focus remains on accelerating the claims lifecycle and delivering superior customer service as a cornerstone of success.

The pressure to meet customer expectations has never been higher. The digital age brings heightened expectations of convenience, efficiency, and personalized service. This means carriers (as well as program administrators and MGAs) are embracing technology, and strategic partners need to stay ahead. Here, we look at five strategies to navigate changing customer expectations and accelerate the claims lifecycle.

  1. Embrace Technological Innovation: In today’s rapidly evolving carrier landscape, staying ahead means embracing technological advancements. Invest in cutting-edge technologies, such as AI, data analytics, and digital platforms, to gain valuable insights into customer behavior and preferences. By leveraging these tools, you can streamline claims processes, identify trends, and offer personalized solutions that meet the unique needs of your policyholders. Partnering with expert claims partners who specialize in these technologies can further enhance your capabilities and ensure you’re at the forefront of innovation in the industry. For more on this topic, download The Carrier Perspective to read our insights into the claims environment and the crucial role of technology.
  2. Accelerate Claims Processes: As customer expectations for faster service continue to rise, optimizing your claims processes is essential. Look for opportunities to automate manual tasks, streamline workflows, and reduce response times. Investing in technology solutions that enable seamless claims processing can help you achieve these goals while improving the overall customer experience. GBGO®, Gallagher Bassett’s mobile suite of applications, lets injured workers manage their claims anytime, anywhere from their Apple or Android smartphone. The app is safe and secure and allows for increased productivity and access to information. By accelerating your claims processes, you can minimize delays, reduce administrative burdens, and deliver superior outcomes for your policyholders.
  3. Leverage Strategic Partnerships: In a competitive market, success often hinges on strategic partnerships. Collaborate with expert administrators and technology providers who can offer valuable insights and support to enhance your operations. By aligning with these partners, you can access specialized expertise, innovative solutions, and best-in-class tools that drive efficiency and effectiveness. Together, you can navigate complex challenges, mitigate risks, and capitalize on emerging opportunities in the industry.
  4. Exceed Customer Expectations: Customers today expect convenience, efficiency, and personalized service from their insurance providers. To fulfill these demands, invest in digital platforms, mobile apps, and online portals that empower policyholders to manage their accounts, file claims, and access information easily. By prioritizing the customer experience and leveraging technology, you can build trust, loyalty, and satisfaction. Our best-in-class RMIS platform, Luminos, enables our team to streamline processes, eliminate manual assessment, and expedite claim resolutions, ultimately enhancing the overall customer experience.
  5. Invest in Future Success: The insurance industry is constantly evolving, and staying ahead requires continuous investment in technology and innovation. Allocate resources to research and development, pilot new initiatives, and explore emerging trends that have the potential to reshape the market. By investing in your future success, you can position your organization as a leader in the industry, drive growth, and deliver value to both your policyholders and shareholders.

Our commitment to early claims intervention is based on a simple fact—the faster a claim is resolved, the better it is for you and your customers. This philosophy ensures that every claim is addressed quickly, reserved accurately, and a determination is made in line with the policy wording. In short: customer experience goes up; claims leakage and overall costs go down.

Click here to book a free consultation to speak to our claims experts about how you can future-proof your business against ever-changing customer expectations.

Suzanne McCarthy

SVP — Carrier Client Services

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