The claims department is traditionally viewed as the lifeblood and most important cog in the insurance wheel ― and the one that touches the client most. However, it's also the area where the profit and loss of the company most closely hinges. Tony Barker, director of general insurance marketing at CSC, puts it more bluntly when he says: 'The claims department is generally viewed as one of the last black arts of insurance, but the fact is that it's a process that technology can change and improve.' Barker's opinion echoes the views of many in the industry that technology can play an integral part in reducing costs and increasing efficiency within the claims arena. 'The supply chain management process in other industries is extremely advanced, due to the use of web-based technology and e-business channels to manage the cycle,' comments Barker. 'This approach could be applied to insurance but the industry doesn't seem to view the process as supply chain management ― although there's no doubt that with the amount of parties involved in the process, insurers, suppliers, retailers, etc., a supply chain definitely exists.'
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