2025年保险趋势值得关注：向数字理赔管理的战略转变

Executive Summary In the 2020s, support services in the insurance space must be tailored to the specific preferencesand needs of customers like never before. The need for omnichannel support is undeniable.Insurers are therefore seeking to reinvent themselves with a cost efficient, digital-first, human-centric operating model that also reimagines risk management. “With the right digital tools and In that spirit, massive amounts of data are being leveraged to provide more policyholder-centricservices. As TP notes, AI’s ability to learn from situations and quickly analyze huge, complexsets of data offers a superior way to process claims.2At the same time, insurance carriers needexperienced strategic partners to help make their transformation successful. For TP, “When it In 2024, TrendzOwl and TP propose three key themes in the insurance sector: Innovating ClaimsManagement with TransformingInsurance with the Improving ClaimsManagement with When it comes to claimsmanagement, “advanced dataand analytics is taking on evenmore importance. Increasinglyseen as the connective tissue ofthe insurance ecosystem, qualitydata is now critical to effectivelyleveraging AI.”4Indeed, “datais the fuel for optimization and Even with regulatory ambiguity,uncertainties regarding returnon investment (ROI), costs ofimplementation with legacy ITsystems, and concerns arounddata privacy and security,insurers are “all-in” on exploring Advances in technology areimpressive, but “While it istrue that certain tasks can beautomated, it is crucial forinsurance companies to strikethe right balance betweenautomation and the humantouch. Rather than replacinghuman talent, technology Background Insurance BPO is a sub-division of the banking, financial services and insurance (BFSI) businessprocess outsourcing business. It’s a market that has expanded significantly over the last decade, To that end, experienced BPO providers can make all the difference. “As insurance companyoperations become more complex, insurers are constantly looking for specialized expertise andtechnology skills, all while trying to maintain or lower costs. Instead of hiring staff or building orbuying technology solutions, many insurers choose to outsource functions like claims processing,policy administration, and customer support to third-party service providers. This outsourcing Even so, as digital transformation continues apace in the insurance space,according to TP’s2024 Global Insights Survey, voice remains the preferred support channel, with over 48%of property and casualty insurance consumers choosing the voice channel while over 46% The Challenges of Unpredictable Times While rising customer expectations is a key driver fortransformation, the insurance industry faces additionalchallenges—economic uncertainty, increased competition, It’s little wonder that amidst these volatile times there’sa rise in litigation. According to EY, “In the last fiveyears, the claims industry has experienced higher ratesof litigation and litigated claim severity increases—outpacing the general rate of inflation and nonlitigatedclaim severity increases. Verdicts and settlement amountsare becoming more unpredictable and difficult toevaluate, further justifying the need for more focus onthe claim litigation management function.”9According Meantime, “social inflation” (when insurers’ claims costsincrease above general economic inflation) is anotherrecent phenomenon. “An increase in social inflationand a growing trend toward nuclear verdicts are drivingup claim costs at a time when insurers are alreadystruggling with high economic inflation, evolving risks,and deteriorating underwriting profitability. Commonly The Process of Reinvention In the face of all this, “Insurers have an aggressive agenda.To stay competitive andcontinually adapt to the evolving landscape, they need to build change resiliency within theirorganizations.”12But innovation isn’t easy. Despite organizations taking steps such as movingto the cloud, accelerating the adoption of AI into the enterprise, and seizing the cost andtalent advantages of remote working, it too often appears to be the case that, “… experience Adopting an agile and “experience-centric” system capable of functioning in today’sunpredictable environment is a complex pursuit. “While the insurance industry overall hasinvested in improving user experiences, carriers must further improve delivery speed, qualityand efficiency of enhancements in order to attract and retain customers while loweringinteraction costs.”14To accomplish that, insurance carriers must move beyond legacy processesand technologies. “So, what exactly are the implications of adopting digital channels such as In other words, intelligent operations and data-driven insights are the future of insurance. Atthe same time, such operations also must serve to assist skilled human beings in the work theydo. TP’s 2024 Global Insights Survey reflects this theme—“Overall, 62% of consumer