“As carriers consider their core techniques and digital infrastructure this yr, the precedence have to be decreasing friction the place it issues most,” mentioned Sylvester Mathis, chief insurance coverage and chief income officer at Insurity. “A clunky or disconnected claims course of frustrates prospects and dangers sending them elsewhere. When somebody avoids submitting a declare, regardless of having protection, it alerts a basic breakdown in belief. If policyholders really feel friction, uncertainty or inflexibility,, they’re much less prone to file a declare, and much more prone to go away.”
