Claims

By 2020, chatbots will power 85% of all customer service interactions. Why? Speed, convenience and user-friendliness.

Finding the balance between efficiency and the human touch in the claim process will separate tomorrow’s leading brands from their competitors.

The innovation -- claims optimization -- requires quite a number of radical assumptions about what insurance is there to do and how it should do it.

What is at risk of being overlooked in the rush to a streamlined claim process are the individuals who at critical times need a personal touch.

Casualty organizations operate without effective reporting and measurement, with aging and disjointed technology. It's time for a new approach.

The missing piece has been what happens immediately after an accident occurs and before your insurer starts to handle your claim.

If claims and procurement looked beyond their siloed tactical practices and collaborated, they could make critical improvements.

Companies must increasingly rely on technology to achieve more with less — so one type of manager is dangerous.