Crawford’s Brogan: Claims process “ripe” for tech transformation

The current claims process “is ripe for transformation” with real-time communications and claims triaging two notable areas of opportunity for the industry to make real progress, Meredith Brogan, president of Crawford & Company’s on-demand workforce solution WeGoLook, has told The Insurer TV.

Brogan, a former Deloitte and PwC staffer who joined Crawford in 2014, said there is a “tremendous amount of opportunity” to automate claims processing, especially when it comes to first notice of loss.

However, Brogan noted that any technological advances must be centred on the policyholder.

“We have to make sure that we automate areas within the process that will help improve or help make the policyholder happier [and] help enhance their overall experience,” said Brogan.

One area where Brogan feels automation could make a difference to policyholders is around real-time communications.

“This is an opportunity for policyholders to get updates on their individual claim, real-time,” Brogan noted.

“It takes the guesswork out of it, which ultimately will lead to a happier outcome and higher net promoter scores for the carriers or for the companies,” she added.

Claims triaging

Technology can also support claims triaging, Brogan believes. Indeed, so-called ‘smart triage’ – whereby automated processes can provide users or adjusters with information on the optimal path of a claim – is “a game changer”, Brogan stated.

“Technology exists today where it can take the components or the facts of an individual claim and then it could help route it to either a field adjuster, or maybe a managed repair network, or it could go to an on-demand network, and sometimes it could be routed just to self-service technology.

“So, there's all these different options, but by having the automated smart triage, it can really help to push it through the optimal path,” Brogan explained.

As the Crawford executive detailed, those smart triage tools that are connected to AI technology are able to continuously learn – for example why an adjuster might select a different path from the one recommended.

“It's going to continue to tighten those guidelines and really provide the optimal path for the adjuster,” she said.

Watch the 14-minute interview with Brogan to hear her thoughts on:

  • The two key stumbling blocks to successfully integrating technology
  • Getting the right balance between human and automated components in claims management
  • How the adoption of technology has helped manage the claims sector’s talent shortage
  • What Crawford is doing to utilise technology in its operations