Understanding Automated Claims Processing

16th January 2025

by Nicky Hjerpe

Evolving customer expectations, technological advancements and market pressures are turning up the heat for the insurance sector. What worked before just isn’t working any longer. Outdated legacy systems are a significant roadblock to progress, leaving many organisations struggling with manual claims processes that create unnecessary delays, slow down teams and frustrate customers. But there’s a way forward with solutions that connect legacy systems to help insurers move faster and extend their lifespan until they’re ready to be replaced.

Why manual processes no longer work

Traditional claims handling often involves outdated workflows, manual data entry and disjointed communication channels. These inefficiencies lead to:

• Prolonged resolution times: Delays in claims processing frustrate customers and reduce retention rates
• Operational bottlenecks: Manual intervention at every step increases the risk of errors and creates inefficiencies
• Rising costs: Labour-intensive processes and error correction inflate operational expenses
• Poor customer experience: Customers expect real-time updates and rapid resolution, which manual systems struggle to deliver.

In an age where speed and accuracy are paramount, these legacy systems hold insurers back. The need for digital transformation has never been clearer.

The solution: faster, smarter, frictionless claims journeys

Thanks to automation, there is hope on the horizon. Liberty enables insurers can revolutionise their claims processes. It helps move them beyond manual workflows by digitising and automating critical tasks, empowering teams to focus on delivering exceptional service. Here’s how:

1. Automating repetitive tasks

Accelerate claims handling by automating repetitive processes such as data entry, document validation and status updates. This reduces manual effort, allowing teams to focus on complex claims that require human expertise. See how Liberty’s Task Automation (RPA) does this.

2. Streamlined workflows with low-code development

Using Liberty’s rapid application development tools, insurers can quickly create tailored workflows to address specific claims scenarios. This agility ensures faster implementation of new processes and continuous improvement.

3. Accurate, compliant documentation

Intelligent document processing (IDP) and automated document generation eliminate errors in claims documentation. The system extracts, classifies and validates data with AI-driven precision, ensuring regulatory compliance and reducing delays. Explore Liberty IDP.

4. End-to-end visibility with process mapping

Process discovery and mapping capabilities, insurers can visualise every step of the claims journey. This transparency highlights inefficiencies, enabling continuous optimisation and better decision-making. See how Liberty Spark works.

Real-time communication: meeting modern expectations

Today’s policyholders demand real-time updates and seamless communication. Liberty’s omnichannel customer communication tools integrate with the claims process, enabling:

• Instant notifications about claims status
• Automated responses to common queries
• Centralised communication across multiple channels.

This ensures customers stay informed at every stage, boosting satisfaction and loyalty.

Look for proven results

Leading insurers leveraging Liberty have reported: It’s important for insurance companies to also capitalise on the attributes sought by Gen Z — and provide a superior claims service. Here are some examples.

• Faster claims resolution: Automating workflows has reduced processing times by up to 40%
• Enhanced customer experience: Real-time updates and faster decisions lead to higher satisfaction
• Cost savings: Streamlined operations significantly reduce overheads and improve margins
• Scalable innovation: Low-code tools allow for rapid adaptation to changing market needs.

Building a future-ready claims process

The world is changing rapidly and the insurance industry must evolve to keep pace. From macroeconomic challenges to rising customer expectations and the need for regulatory compliance, insurers must address these pressures head-on. By digitising and optimising workflows with Liberty, you can transform your claims process into a model of speed, efficiency and customer-centricity.