Claims management – technology, process improvement, culture

Is improving technological process enough to energise claims departments, make them more efficient and prove value to clients / funders / partners? Is culture a barrier to processing claims more effectively?

Improving technological process is crucial, and to some degree a bit of a ‘no brainer’. But making the leap between “an improvement in technological process” to creating a “real value improvement for stakeholders”… that’s a bit more involved.

To add value to everybody in the chain (clients, funders, partners), the end result has to be simplification. Can these stakeholders see (or get) what they want, when they want it, as a result of the “technological process improvement”. Cultural barriers exist when technical advance on paper does not translate to value in real life.

So it’s about accessibility and simplicity. Does the process improvement:

  • Simplify service delivery?
  • Streamline the relevant steps required through the claim process?
  • Maintain clarity in the process?
  • Provide convenience and a ‘value feel’ for all stakeholders?

Any technological improvement that impacts so many different stakeholders has to be assessed from all angles – client, funder and partner. So yes that cultural barrier is present, and needs to be attacked from multiple angles to break through it – not just one.

But if this can be achieved, with the right implementation of the right technology, the benefits are obvious.