A recent survey of insurance claims handlers by RDT exposes a paradox. Claims handlers are calling for automation to help fix the most frustrating parts of their jobs but they also harbour anxiety about automation’s impact on control of the claims process and their roles.
Almost three-quarters (74%) of claims handlers believe that automation will enable them to concentrate more on complex decision-making and customer service and two-thirds (66%) said that data entry and documentation are the areas that would benefit most from automation. These are also among the most time-consuming and repetitive tasks in the process.
But while handlers are ready to see those tasks offloaded, 44% expressed concern about over-reliance on technology, and 40% said they feared losing control over key decisions. Additionally, 32% worried about job security, and 39% were concerned automation would strip the customer interaction of its human touch.
The survey paints a picture of claims handlers who see automation as a double-edged sword. On one hand, they’re frustrated with tedious tasks like re-keying information, admin overload and delays, and they readily welcome tools that can automate and improve these functions.
On the other hand, that enthusiasm is tempered by a natural fear of the unknown. Handlers expressed concern that if automation is not implemented thoughtfully, it could erode their role in the process or their role entirely.
The data suggests that claims staff are not resisting change, but they do seek reassurance that as their employers adopt new tech, they won’t be left on the sidelines.
Joe O’Connor, Deputy CEO of RDT, said “Successful automation will empower claims handlers, not replace them. If we can take the tedious, repetitive tasks work away from claims handlers it will reduce delays and admin overload. This leaves claims professionals to spend more time on what really matters, like supporting customers through complex claims and exercising judgment where it’s needed. Essentially, enabling them to apply their expertise and empathy which is the bedrock of good claims service.”
RDT’s cloud-native solutions, including its Claims Management Platform and their automation and orchestration engine empower insurers with automated workflows, claims cost optimisation, data reporting, and seamless integration with third-party systems.
Additionally, RDT is expanding its AI capabilities for intelligent document processing, enabling faster, more accurate data extraction and significantly reducing the time spent on manual tasks. These technologies help streamline settlement processes, enhance operational agility, and support intelligent automation and auditable decision-making.
