Скачать или смотреть The Moment of Truth: Mastering the Human + Tech Balance in Insurance Claims | Shammi Kapoor

The single most critical moment in the insurance journey is the claim—the "moment of truth". In this interview, veteran claims leader Shammi Kapoor shares two decades of experience in navigating this complex process.

Shammi discusses the primary challenge: creating a seamless and simple experience for a customer who is anxious and vulnerable. He explains how technology is a powerful enablement tool for detecting fraud through risk scoring and pattern analysis, but argues that the human touch remains non-negotiable.

Key takeaways include:
The Power of Simplicity: Why communicating in a language the customer understands is paramount.

Technology as a Bridge: How tech gets the customer to the insurer faster, but human hand-holding is essential for building trust.

Essential Metrics: The three things that truly measure the success of a claims operation: first-time right, speed with accuracy, and the Net Promoter Score (NPS).

The Future with AI: How AI is set to improve cost efficiency and, most importantly, predict fraud before it happens