The customer is at the centre of everything in insurance, but when their needs are not met in the claims process, trust can diminish. FTSE250 software engineering experts, Kainos‘ latest whitepaper considers how generative AI can provide a faster and more personalised service that could improve customer experience and retention.
Customer claims experience
The claims process is often the ‘make or break’ touchpoint for customer retention and attrition, depending on the customer’s satisfaction of the experience. Customers can be left wondering about the status of their claim and eager to receive the compensation they require.
Kainos, who recently invested £10m into their generative AI capability, have found generative AI to increase customer satisfaction through improving in these key areas
- Speed – Administrative tasks can be automated, allowing claims handlers to spend more time on higher value tasks and provide the personalised communication that customers desire.