May 2017 - Digital transformation is gaining significant momentum in the insurance industry. Other industries have set a standard for customer experience, and today’s digitally-immersed consumers have grown accustomed to interacting with a company anytime, anywhere, and from any device. To supplement these expectations, this new digital land of opportunity enables insurers to leverage data from sources such as telematics, wearable devices, sensors, GPS, and weather.

Insureds are carrying their digital expectations to the claims experience. Claims is an especially crucial touchpoint through which insurers can demonstrate their value. Carriers can ensure a positive claims experience and gain internal efficiencies by enhancing the digital capabilities that underpin this interaction. This brief focuses on the impact of digital in insurance claims and provides CIOs and their business partners with insight on key elements of digital claims evolution.