Tools and Talent: Insurers Need Both in Claims

Finding the perfect balance between implementing tech tools and focusing on human skills requires strategy and proactive claims operations planning.


From straightforward claims to more complex ones, it is crucial to never forget the importance of the human touch. While routine claims may be easily automated, relying on technology to support the entire process is not always recommended. Combining experienced claims professionals with cutting-edge technology is key.


Regardless of the rapid technological advancements and the improvements made in the digital age, claims must always blend these tech tools with the human touch. To strike this unique balance, insurers must set a clear plan on when technology will best streamline a process and when professionals must step in and drive the right client experiences. From artificial intelligence (AI) to machine learning, human involvement in the claims process is here to stay.


To better understand why a balance between technology and human expertise is necessary in claims, we’re breaking down the benefits of both tech tools and the human touch in the world of insurance claims processing.


5 Benefits of Blending Technology and Human Touch in Claims


Allows more time to focus on the client claim experience.

Across all sectors, tech tools are creating more efficient processes that ultimately save time. With that, insurance professionals can lean on digital tools to carve out more time for cultivating positive client experiences. For example, by applying automation through AI, insurers can address common questions more accurately while customizing services to meet unique needs.


Creates an efficient process by eliminating unnecessary tasks.

When time is expended on a task, cost increases. Through tech tools, insurers can streamline tasks, saving both time and money. The insurtech industry is a prime example of how introducing digital tools can create faster, more efficient processes. With more accurate pricing and underwriting, these new technologies are continually innovating and creating new efficiencies within the industry.


Helps companies minimize risks through data analytics.

From the hiring process to risk assessment, new behavioral analytics and data allow businesses to come to accurate conclusions. Additionally, behavior analytics has become a useful tool to combat insurance fraud. Data-backed solutions will continue to support both insurers and clients while driving the future of the insurance industry.


Creates stronger client relationships.

Insurers are increasingly dependent on the latest technology, but it’s imperative that the human touch remains strong. Insurers should bolster technology infrastructure for a fast claims process while maximizing a personalized client experience. Clients pay attention to the way a claim is handled, so the touchpoint between client and insurer is crucial.


Revamps roles that are driven by technology.

The future of insurtech involves revamped roles sparked by tech transformations. These professional role reassignments might include more collaboration between humans and machines and adjust the work claims professionals do based on the support from advancing technology.


At Brush Country Claims, we understand that a choice should never be made between technology and human expertise. It’s time for insurers to reinvent and support this exciting collaboration that brings the human touch into the digital landscape. New data streams can be implemented without losing sight of the many benefits insurance professionals bring to the workforce. As we continue down this ever-evolving path, we are committed to rearchitecting the work of insurtech to enhance not only the client experience but the insurers’ as well.


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