Posted on 16 September 2024 by
Discover how RDT’s latest white paper, “Navigating the future of claims management”, outlines actionable steps for insurers to adapt to digital transformation and build a future-ready claims workforce
Read on to learn more about:
- the critical skills needed
- new roles emerging in the industry
- how to effectively prepare for the evolving landscape of claims management below
16 September 2024
As the insurance industry moves towards greater digital integration, RDT is calling on insurers, technology providers, and industry bodies to collaborate in developing training programs and career pathways that prepare claims professionals for the future. With digital transformation reshaping claims management, RDT stresses the need for a workforce skilled in both advanced technologies and customer service.
In a rapidly evolving landscape, claims teams must adapt to stay competitive. RDT believes that the digitalisation of insurance will not only streamline claims processing but also create new roles, such as digitally skilled claims handlers and technology product owners, offering exciting career opportunities for professionals in the sector.
Adapting to digitalisation: a call to action
Joe O’Connor, Deputy CEO of RDT, emphasises the importance of early preparation:
“As digital transformation continues to reshape insurance, the role of claims handlers will evolve. The claims professionals of tomorrow will need to be technologically savvy, understanding both the technical aspects of claims management systems and the nuances of customer service. This blend of skills will help insurers not only to process claims more efficiently but also to provide a more personalised and empathetic service to their customers.”
O’Connor further highlights the growing importance of new roles:
“The creation of digitally adept claims handlers and technology product owners will be central to this evolution. To ensure that the industry is ready to meet the challenges and opportunities of the future, it needs to start preparations now.”
The growing demand for digital expertise in claims
As insurers adopt more automated processes, artificial intelligence (AI), and data-driven decision-making, the need for professionals capable of navigating this digital landscape is becoming increasingly critical. Traditional claims handling skills are no longer sufficient; claims professionals must also be proficient in using digital tools such as AI-powered assessment systems, which help expedite routine processes like data entry and initial evaluations.
This shift in skill sets is creating demand for new roles within the industry. Digitally adept claims handlers will be responsible for working with advanced claims management platforms, while technology product owners will oversee the integration and performance of these systems, ensuring they are aligned with business needs and delivering optimal user experiences.
Enhancing, not replacing, claims professionals
RDT’s recent white paper, “Navigating the future of claims management”, explores how digitalisation is set to revolutionise claims handling.
The paper emphasises that this transformation is not about replacing human roles with technology, but rather about enhancing claims teams’ capabilities.
AI and machine learning can automate routine tasks, allowing claims handlers to focus on more complex cases that require human judgement and empathy.
The introduction of technology product owners will also ensure that claims management platforms are continuously optimised, acting as a crucial link between technical development teams and end users. These professionals will help maintain high performance standards and ensure the technology aligns with both the operational needs of insurers and the expectations of customers.
Preparing for the future
To succeed in this new era of claims management, RDT urges insurers to invest in training and upskilling their teams now. By fostering collaboration across the insurance ecosystem and creating clear career pathways, the industry can ensure it is ready to meet the challenges of digital transformation head-on.
- Develop comprehensive training programmes: Cover both technology and customer service skills
- Foster collaboration across the ecosystem: Encourage partnerships and knowledge sharing
- Create clear career pathways: Define new roles and progression routes
- Invest in continuous learning: Ensure ongoing education and skill development
- Leverage technology to enhance training: Utilise digital platforms and tools
As digitalisation reshapes the industry, insurers that equip their claims professionals with the necessary skills will be better positioned to deliver faster, more accurate claims handling, all while maintaining a customer-centric approach.
The future of claims is digital, and the time to prepare is now.
Have questions or want to learn more about how RDT can support your digital transformation journey? Contact us today to speak with one of our experts and discover how we can help your organisation thrive in the evolving insurance landscape.
