Hiscox: Decision Based Claims Modeling and Execution

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11 March 2021

Winner of the 2021 Celent Model Insurer Award for Legacy and Ecosystem Transformation


Insurance companies have focused on operational efficiency to improve their technical ratio and enhance customer services for many years. However, identifying which processes or tasks are still better performed by humans remains difficult. How can insurers align their processes to offer human support where it is deemed to have the highest value for clients? Also, which tasks can be targeted for automation without negatively impacting the end clients?

Disruptive Trends in Claims

The Hiscox Claims 2020 initiative demonstrates the trade-offs insurance companies must make to promote automation where its value has the highest potential while keeping specific tasks in the hand of claims handlers. For insurers trying to find the right balance between automation and human tasks, the Hiscox initiative offers an important lesson on how the customers’ voice must be considered and how technology can be a valuable complementary support to human services. While insurers can further automate processes, in some cases human interactions remain the best approach. Hiscox wanted to make sure that claim handlers remained a preferred notification channel available over the phone, offering customers a personal premium experience.


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