This must always be considered when choosing a claims system. Let’s consider two types of ‘customer’:-
Although the insured is the ultimate customer who may be attracted to the company because of their state-of-the-art claims service;
the business needs and associated expectations of the insurer must be analysed. This is to ensure that the information recorded and collated
is of a nature and quality that matches the expectation of all customers.
An insurer may expect the following from a claims management system:-
The system should be flexible enough to deal with:-
Given the ultimate customer is the policyholder, Customers expectation will be surveyed before the design process
begins and this will establish the basic quality threshold. Many companies are reluctant to introduce new and innovated
procedures until accepted by the public at large. New ideas are difficult to evaluate in terms of expectation .
Finally, customers can have sophisticated ideas of what they want and what is available. In the end, Customers also expect
innovative, reliable and cost effective solutions from their insurer.