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In the ever-evolving landscape of insurance, staying ahead of the curve is necessary to meet the growing demands of today's consumers. One of the vital area that demands attention is the claims process, where insurers will be tested, as customers rely on their trusted insurers to deliver on their promises in times of need.
Recognising the significance of transparency and swift claims processing, innovative strategies and technologies have been implemented to enhance the claims experience and bridge service gaps for customers. Insights from Generali Malaysia surveys have revealed that the significance ofprompt turnaround time, seamless claims submissions, and transparent procedures are what customers look for. Many companies are now embracing digital transformation, whereby the claim process has been successfully digitisedacross multiple insurance categories, ranging from motor and travel to health, personal accident, and home insurance to streamline the entire claims journey into a self-service, guided, and efficient process. The unwavering commitment to customer-centric initiatives has generated substantial achievements in claims management over the past year. Digitalising claims submission and status enquiries has enabled accurate and prompt capture of customer claims. Despite these advancements, the industry still struggles to distinguish fraudulent claims from genuine ones, complicating efforts to simplify claims processes.Continuous innovation is crucial to address these concerns effectively. Offering guidance to fellow professionals within the insurance sector, emphasisis placed on the importance of staying updated of the latest technical and technological advancements. This encompassesawareness of emerging trends such as Electric Vehicle (EV) repairs, advancements in medical treatments like Immunotherapy and Gene Therapy, and the application of Big Data and Artificial Intelligence in fraud detection and claims assessment. It is vitalto be unrestricted by system limitations or entrenched traditional claims processes and methods. Embracing change and exploring innovative methodologies are essential for driving efficiency and success in the dynamic landscape of claims management. “At Generali Malaysia, our commitment to innovation and customer-centricity drives us to push boundaries. Embracing change andstaying at the forefront of technological advancements are not just strategies; they are imperative for successin claims management."GuruduttJoglekar, Chief Insurance Officer, Generali Insurance MalaysiaBerhad