Artificial Intelligence vs. Human Touch

The rapidly advancing technologies of today offer a multitude of conveniences across a wide variety of different industries. Artificial intelligence, or AI, brings with it promising benefits that could have the potential to cut costs and save time for companies and workers alike. When it comes to the insurance industry, however, there is something to be said for judiciously using AI where it makes sense yet also ensuring that all claims have that human touch.

Benefit from the human-centered approach

Insurance companies that administer automobile no-fault and workers’ compensation claims can really reap the benefits of this more human component in a few different ways. First and foremost, adding in a human element to each claim your company administers is going to help claimants have a better overall experience throughout their claim journey.

When technology and AI are used to excess within claims administration, it can lead to significantly lower claimant satisfaction levels. This only makes sense, since many of your claimants may be first-time claimants that are highly inexperienced with the insurance industry as a whole. Adjusters and examiners know the ins and outs of insurance policies because they work with them every single day. Your claimants do not and may quickly become frustrated at the complex nature of their claim.

If your company chooses to rely heavily on AI, it can further frustrate your claimant. A classic example of this is when that first phone call is placed to the claimant. This phone call is a prime opportunity for your company to set the tone for the claims process going forward because it is a chance for adjusters or examiners to make a personal connection with the claimant.

When your claimant receives a personal call, it often goes a long way to help boost their satisfaction with your company. This is especially true when the claimant has just been through a serious incident that led to their injuries, whether it be an auto accident or an incident at their workplace. By placing a call themselves, adjusters and examiners can offer reassurance to the claimant that there is someone working on that claim that truly cares about the claimant. They know someone is on their side to make sure they are taken care of and that they are restored to their previous level of ability.

On the other hand, placing an automated phone call to the claimant removes that human touch and can often set a negative tone for the rest of the claim. Similarly, if your company utilizes an automated phone system for inbound claimant calls, this can be a huge disappointment for your claimants.

It is critical to start with that human touch and keep that going throughout the claim. It helps increase your claimants’ satisfaction levels with your company which can have a ripple effect. Higher claimant satisfaction scores generally lead to renewed policies which boosts your retention rates and your company’s bottom line over time.

Increase retention rates

In light of this ripple effect, it is vital that your insurance company keeps that human touch throughout the claim rather than relying too heavily on technologies such as artificial intelligence. Call Rosanne Brugnoni at 586-755-3830 ext. 3771 for an in-depth look at the benefits your company can realize from taking this approach with claims.

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