Claims journeys require more empathy

Whenever we talk about claims as an industry, the conversation will inevitably turn to the topic of turnaround times and service levels. While there has been much effort from the value chain to improve on this front, we have some way to go as an industry. It's interesting to get insights into this journey from someone who hasn't claimed in our part of the world, but still shares many similar experiences. I spoke to Chow, global head of life insurance, annuities, benefits and pensions, Capgemini, regarding her claims journey. As some context for you, Chow was the lead beneficiary of a ...