Richard Vonesh, Senior Management Consultant, Carrier Practice at The Nolan Company, wrote for PropertyCasualty360 on the importance of balancing tech tools and human skills in claims operations.
Vonesh highlights how insurers must strategically integrate technology like automation and artificial intelligence (AI) to streamline claims handling while ensuring human expertise remains at the core of decision-making. He emphasizes that while tools can enhance efficiency, human judgment is crucial in areas requiring empathy and nuanced assessments, such as claim denials and negotiations. Striking this balance, Vonesh argues, is essential to maintaining high service levels and managing customer expectations in the evolving claims landscape.
This is a summary of an article originally published by PC360.
