‘The customer has to be involved in the process’
This framing, triggered by a completely automatic vision, serves as a strategic exercise rather than a literal goal. This allows insurers to explore possibilities before consciously deciding where human involvement is necessary. As told by Walsh ibThe claims journey is not just an operational process – there is a deeply human aspect at its core. “The customer needs to be involved in the process, and having full automation may not involve them in the way you or they want,” Walsh said. “With clients, you really want to provide them that white glove service – this is important. Another key reason why the human element is not automated is that some business decisions require some expertise – something we are proud of at Munich Re Specialty. “Our claims professionals bring years of experience tailored to the lines of business they support, and their expertise allows them to guide any decisions required during the claims lifecycle.”
