Artificial Intelligence Improves Customer Satisfaction

Posted on

May 25th, 2020


As technology improved over the past several years, the concept of filing insurance claims online shifted from a bonus to an expectation. Customers want to be able to initiate a claim from wherever they happen to be with whatever device is at their disposal. While many insurance providers kept pace with this demand by offering client portals and online apps, customer expectations have shifted yet again.

Insureds now require seamless communication with their carrier as well as services personalized to their lifestyles and needs. They also place a premium on rapid claims resolutions and settlements. Thanks to advances in artificial technology (AI) and machine learning, these goals are much easier to achieve.

AI can improve customer satisfaction in the following ways:

  1. Create insurance options in line with needs. AI’s single most powerful capability is gathering data and parsing it for commonalities, red flags, trends, etc. Harnessing data from the natural workflow of the insurance industry can provide insights on customer preferences based on their habits as well as their stage in life (i.e. homeowners, growing families, travel-oriented customers, etc.). AI can even determine the best time and method to offer these products as some consumers may prefer email communication while others would rather communicate via text message.
  2. Improve communication regarding purchased products. AI can provide basic customer service as chatbots either online or over the phone. Many customers have routine questions regarding their coverage that the bot can answer quickly to free up insurance representatives’ time as well as reduce wait times for customers. These bots can also often provide basic counseling regarding existing products and potentially offer recommendations for additional products that may meet the customer’s needs better.
  3. Reduce fraud. Insurance fraud doesn’t just cost carriers money in misrepresented claims and settlements. Those claims also take up valuable time and drive up the costs of insurance for other customers as well. By utilizing AI during insurance claims, the technology can recognize voice patterns that indicate deception and flag the case for further review. AI can also analyze data and identify trends that are typical of fraudulent claims and flag those files as well.
  4. Settle claims faster. Most insurance claims require a lot of documentation, some of which many insurers still perform by hand. By digitizing typical forms and paperwork, AI can eliminate the manual filing of forms and documents. This allows insurance agents to close more claims in less time.

By harnessing the power of data, insurance companies can enhance their workflow, boost efficiency, and improve customer satisfaction. To learn more about claim and document management technology, contact the experts at Actec.

10 Factors Top Performing Claims Adjusters Have in Common

Posted on

October 21st, 2019


Having numerous high-performing claims adjuster on the payroll is a huge asset for any insurance company. Their value is undeniable as they produce quality work with few errors. However, while the number of claims an adjuster processes is an easy metric to gauge productivity, several other elements set excellent adjusters a notch above the rest:


While every employer expects his or her employees to arrive on time, reliability delves much deeper than that. Top-performing adjusters display this by:

  1. Completing claims in a timely manner
  2. Displaying integrity in their work
  3. Utilizing critical-thinking skills
  4. Taking steps to improve themselves

People Skills

Because adjusters often work with individuals following a loss, they must possess a compassionate temperament. Excellent claims adjuster take this a step further by:

  1. Employing good communication throughout the entire claim cycle
  2. Using negotiation skills to ensure the best outcome for the client
  3. Always keeping customer satisfaction at the forefront of their actions


Even if adjusters are reliable and good communicators, they need to be well versed in their craft. The best adjusters shine in the following areas:

  1. Estimating accuracy so the insurer doesn’t overpay but the client still receives a fair settlement
  2. Superior documenting skills so all work is verifiable and beyond reproach
  3. Comprehensive knowledge of policies to ensure claims accuracy

Having high-quality claims adjusters is a huge asset for insurance companies, but adjusters are only as good as the systems they use. If your claims process is holding back your adjusters from working to the best of their abilities, Actec can help. Contact us to learn more about our full-cycle claim and incident reporting solutions.

What Insurers Need to Know to Keep the Pace in the Next Digital Age

Posted on

June 3rd, 2019


The digitization of the claims process isn’t a new concept. Any insurer hoping to remain relevant knows they need to adapt and implement changes to keep up with customer expectations. Offering a mobile app is a good start, but transformative companies are revolutionizing the insurance landscape beyond this basic measure.

New insurers emerging from the FinTech sector harness the power of artificial intelligence alongside chatbots to eliminate brokers altogether. While this may seem like a radical business model, the processes of buying insurance and filing claims with these companies are simple and easy—a major lure to customers that are tired of confusing, frustrating traditional methods of filing a claim.

Implementing a Successful Digital Transformation

Insurance companies that want to keep pace with new-age providers need to address three areas to see the greatest results:

  1. Customer experience
  2. Efficiency
  3. Effectiveness

With happier customers, less expensive claims processes, and more accurate management of claims, insurers can guarantee their place in the industry. To achieve those goals, they will need to make the following changes:

  • Offer a digital method for first notice of loss (FNOL)
  • Automate claims management to expedite the claim
  • Accelerate loss assessments and repairs through digital means such as photos, videos, and geo-locators to find local repair facilities
  • Automate settlements to reduce customer frustration and unnecessary delays in receiving funds

Another way insurers can lean on technology is to try to prevent claims before they occur. Claims prevention is nothing new, but sending out useful information via digital means can help ensure the information reaches the customer in a timely manner. This also allows for active participation with customers through online portals and chats.

Before making any significant changes, insurers need to consider them from the customer’s perspective. If the change doesn’t offer a noticeable improvement on the front end, it won’t likely yield an increase in customer satisfaction. Insurers should focus their efforts on optimizing back-end processes to improve services for customers instead.

Technology has transformed the way insurance companies do business and what customers expect of their provider. Failing to keep pace with these things can lead to retention problems with existing customers as well as hinder acquisition efforts for new customers. To learn more about improving FNOL, claims management, and more, contact the experts at Actec.

Technology Expedites Claims During Catastrophic Events

Posted on

September 5th, 2017


shutterstock_306793247 - CopyNatural disasters and catastrophes are proving grounds for insurance providers. When a customer submits a claim, it is usually during a stressful event. During catastrophic weather incidents, customers need swift resolutions more than ever. This past Friday, Hurricane Harvey began wreaking havoc in and around Houston, TX. The degree of loss is much larger than a standard claim incident and presents a large challenge for insurance providers.

Simplifying FNOL

Thankfully, insurance companies are no longer pen and paper operations limited by their number of employees. For example, technology can now help adjusters manage claims without inspecting each one in person. This increases the number of claims a single adjuster can take on by a significant margin. Technology also simplifies first notice of loss (FNOL). Customers can submit claims by chat, video, or online portals.

Reducing Fraud and Expediting Claims

Technology reduces fraudulent claims as well. For instance, data mapping can allow insurance companies to determine if an individual’s home was in the path of destruction to corroborate their claim. Once the storm system moves on, adjusters can deploy drones to survey and assess the damage without having to travel to the location themselves. This not only improves safety for adjusters, it expedites claims. Customers no longer have to wait for adjusters to examine the damage in person before releasing funds.

Staying Connected with Customers

Technology serves one last major purpose: constant connectivity. Insurance companies can provide live updates on their social sites. Displays of compassion are vital to nurturing the customer’s experience during disastrous events. They help show customers that their provider cares about their plight. Actec understands insurers need working systems to speed up claims resolutions. To learn more about claims management, contact us.