ILC ARTICLE

Automation key to managing the claims storm


With more storms currently battering the UK, Davies has revealed that its automated solutions delivered operational savings of £5.8m for its customers following storms Arwen and Barra.

This was achieved by using automation to streamline the claims process and limit delays.

It said that following storm Arwen it experienced a 700% increase in volumes, with 8,500 claims for storm damage and disruption. However, 65% have already been resolved through its automated solutions.

Davies received a further 1,800 claims into its contact centres after storm Barra, and so far more than 2,700 claims have been made following storms Malik and Corrie.

Director of Client Operations Paul Greenwood said, “It is an insurer’s priority to help all customers impacted as quickly as possible when the worst happens, assessing damage and arranging repairs as soon as possible. The right technology and automation capability is key for any insurer who wants to provide the best service and support for customers in the months ahead.

“Our automated approach has enabled our highly trained teams to use their human intelligence and empathy when handling claims, spending their time supporting vulnerable customers who need it – instead of on administrative tasks such as raising payments. Insurers who do not invest in an automated approach to low-value property claims will be left behind. For the industry to effectively tackle future storms head-on, the right systems and technology will be key.

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28-06-2022

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