How technology allows us to rebuild the claims journey

Today’s post-pandemic remote and hybrid workplaces have created consumers with higher expectations for technology-driven experiences that make their lives better. As the quantity of health care data increased to 15 times greater in 2020 than in 2013, health technologies and mobile health products have continued to generate additional information, creating a unique opportunity to provide customers with more personalized offerings and care.

When we’re talking about insurance products, this should be no different. Administrators today need to be technologically agile and operationally efficient to make the member experience materially better.

When we think about a member’s benefits journey, arguably the most significant interaction an insured has with their provider — the claims experience — immediately comes to mind. One of the key applications of data discussed in insurance today has to do with how to resolve the various pain points that surround claims by making them easier to file, faster to process and pay, and less burdensome to track and report.