Engaging customers and improved claims processes are the top goals for innovating the claims customer service experience, according to a new survey of 400 insurance executives released by Insurance Nexus. The insurance research and analysis firm found that 78 percent of insurance executives believe that the American insurance claims industry is in the midst of significant disruption, with artificial intelligence, automation and IoT having the most impact on claims innovation.

Insurers’ top priorities for transforming the claims customer experience, according to the survey:

1. Claims simplification – 33%
2. Dynamic customer communications – 15%
3. Understanding customer expectations – 12%
4. Self-service claims – 12%
5. Personalization across touchpoints – 9%
6. Customer journey mapping – 9%
7. Omnichannel platforms and portals – 6%
8. Automated first notice of loss(FNOL) – 4%

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