Transforming insurance claims experience with technology is crucial for incumbents to have the ability to change decades of traditional claims processes. According to reports, over 68% of complaints about insurers has to do with claims experience.
In McKinsey’s, five qualities were vital in driving customer satisfaction for the claims process includes: employee courtesy, ease of communicating with the insurer, employee knowledge and professionalism, transparency and ease of the process and the speed of the claim settlement.
We hosted the maiden edition of #OctamileSeries, an insightful conversation series on the challenges of insurers and consumers in the insurance sector and proffering new solutions for them.
Joining us for the webinar was Adebola Surakat and our CEO Gbenro Dara.
Adebola is the Technical Expert, Claims & Reinsurance at AXA Mansard Insurance Plc. She has over 17 years of experience in Retail & Commercial Insurance Sales and Business Development, Retail Sales Channel Management, Project Management, Credit Control and Risk Management.
Speaking at the event, Adebola Surakat stated that it is essential for incumbents to ensure that customers enjoy the claims process, from buying a policy to when they make a claim. Making that process seamless has been a challenge, but insurance companies are looking at technology and innovative solutions to optimise value for customers and make it enjoyable for them.
She is a certified Risk Manager from The Institute of Risk Management United Kingdom (IRM) and recently completed her MBA from the University of Roehampton, London.
Transforming insurance claims experience for consumers in Africa will help insurance companies increase the uptake of insurance across Africa, reduce administrative costs, increase the profitability of their customers, ensure they are compliant with industry regulation, and onboard new loyal customers.
A key takeaway from the session was that a great insurance claims experience would have a knock-on effect of creating advocacy for driving insurance penetration in Nigerian and Africa.
Adebola, during the session, revealed how AXA Mansard delivered a novel fast-track claims solution for consumers, reducing its claims payout process to as low as 60 minutes after a customer files a claim.
Access the session on-demand, click HERE to watch the webinar transforming insurance claims experience session.