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25 Aug 2020

Remote claims processing – the new normal?

Covid-19 is accelerating the trend towards digitisation across the insurance space, including in auto claims, as insurers respond to the changing needs of their policyholders.

That’s according to some of Europe’s leading claims experts at the continent’s largest insurers, who were speaking at the Intelligent Insurer webinar “Seamless to Touchless: Reduce Manual Touchpoints to Resolve Customer Pain Points”, on Aug 18.

Featuring Cyril Steffen, Chief Claims Officer – European Markets at AXA; Paul Dixon, Head of Claims Proposition and Market Insight, and Liz Ryan, Head of Claims Performance and Insights, both from Zurich; and Tractable’s own Jan Möhlmann, Engagement Management Director, EMEA, the discussion – chaired by Intelligent Insurer Deputy Editor Claire Churchard – looked at how insurers are ensuring they are ready for the touchless claims revolution, and how remote technologies are enabling them to improve existing processes.

Here is a video recap of the session, along with three of the most important takeaways.

Key takeaways:

  1. Covid-19 is accelerating the move towards remote claims for all insurers, as AXA’s Cyril Steffen said: “The most accelerated trend is the digitalisation of customer and distributor journeys. For insurers [remote claims] are no longer a should have, but an absolute must. There is simply no alternative if you want to remain relevant to markets and supplier needs.”
  2. Reducing the number of touchpoints within any claims process is invaluable, given the reduction in potential errors and contingent gains in efficiency and customer satisfaction
  3. While insurers are moving towards evaluating new technology, there is a lot of noise and uncertainty out there, so testing new ways of working is key.

At Tractable, we’re always happy to work with interested parties to demonstrate our market-leading AI, which is used by many of the world’s top insurers, including Tokio Marine, Admiral Seguros, Ageas and Covéa. To arrange a demo, simply get in touch at

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