For clients, the true value of insurance is only ever seen when the time comes to make a claim.
Premium costs are one thing. But that only matters if, when they make a claim, it’s handled exceptionally well.
Because claims are often made during moments of crisis, stress, and high emotions, poor handling can erode trust and damage reputations.
When a client makes a claim, they’re not just seeking a payout.
They need clarity. They need empathy. They need understanding.
And they need a fast – and fair – resolution.
Insurance’s multi-paced digital transformation
Across the insurance sector, digital transformation is happening at varying paces.
For some, particularly those smaller agencies, insurers and broking groups, insurtech is helping create a new level of minimum expectation, in line with the digital experience we commonly experience in other sectors.
For others, however, things are moving more slowly, hampered by a number of factors, including:
- Outdated workflows and manual processes
- Underinvestment in technology
- Insufficient support for vulnerable customers
- Lack of transparency, visibility and communication.
The problem with claims today
Claims are truly where insurance’s value is experienced, and as such – in a digital world – it offers the industry’s biggest opportunity.
However, according to the General Insurance Code Governance Committee’s 2023–24 Industry Data and Compliance Report, claims handling remains the most breached area under The General Insurance Code of Practice.
Despite a 32% decrease in breaches related to claims, it still accounted for a significant portion of the 67,394 total breaches reported.
The most common breach? Insurers failing to update customers on the progress of their claims every 20 business days… over 10,000 times.
Not only can that lead to reputational damage, it can also lead to regulatory penalties, too.
Seizing the claims opportunity
Claims can be a stressful and emotional time for clients, and it’s really where the rubber hits the road for insurers and brokers alike.
The reality is, if a positive claims experience is delivered, there’s an increased chance of the client remaining loyal – and advocating for you, too.
A subpar experience, meanwhile, can hasten a change in insurer or broker, and increase the possibility of negative reviews.
Insurtech solutions are essential to deliver a consistent, modern claims experience that keeps clients informed and feeling part of the process.
Our insurtech startup, ClaimsGateway, is redefining claims management.
Our platform was built from the ground up to address the very issues plaguing the industry:
Real-time communication
We automate updates and provide a transparent claims journey, ensuring customers are never left in the dark.
Intelligent workflows
Using intelligent automation, ClaimsGateway identifies bottlenecks, flags vulnerabilities and streamlines assessments. This reduces delays and improves outcomes for both insurers and customers.
Compliance by design
Our platform embeds compliance into every step of the claims process. From privacy principles to tailored support for vulnerable customers, we help insurers meet their obligations proactively.
Scalable innovation
Whether it’s catastrophe response or motor claims, ClaimsGateway adapts to volume spikes and complex scenarios. We empower insurers to respond with speed, empathy and precision.
The future? Digitising claims for exceptional client experiences
While insurers are making progress in their digital transformation, the path forward requires more than incremental change.
It demands a claims-first mindset, where technology, empathy and compliance converge.
At ClaimsGateway, we believe the future of insurance isn’t just about selling policies, it’s about delivering on promises.
And that starts with claims.