Claims Tech Conference 2019

We attended the Claims Tech Conference on Thursday 19th September at the QE11, Westminster and had a great day listening to UK Claims Directors share their wisdom and provide insight into the current situation and future for the claims industry.

The Conference provided some valuable insight into how technology will play a big part in our future, however a big part that came from the day was that we still need to focus on the human element of service we provide to our customer as there will always be a use and a need for the human touch.

BT employ Dr Nicola Millard as their head of customer insight and futures. She is a qualified psychologist and her role is the development of technology with their customer communications team but also keeping the customer touch as human as possible. She used the example of live chat which is a massive want from customers now when communicating with businesses (usage growth of 45% in 2015 to 65% in 2017). Businesses are trying to automate this, however live chat ‘robots’ cannot understand such things as British sarcasm! Trying to teach technology to detect this level of language is why humans will always be needed.

Currently, insurers are beginning to look more towards technology to triage claims without any human interface. LV believe by the end of 2019 80% of their total loss claims can be identified and settled at FNOL stage via the use of technology. Chat bots are currently still in testing period and we have a lot to learn about them. Badly designed chat bots may leave customers stranded and at a dead end with no avenue to a real person, or a problem being solved. This then leads to poor customer service and a bad reputation such as, “Thanks, I didn’t quite get that. Please say 1 for yes and 2 for no”, god forbid.

An interesting fact of the day: it is believed that people who are born in 2018 or after may never need to learn to drive due to driver-less cars! What?! It’s on its way, we’re living it people!

A big take home of the day was that despite all of the talk about technology, businesses also need to focus on the human element of service provided to the customer.

This is no new news to us; we will always be ‘People Made, Service Driven’


Recent Articles
How important is the human element in creating a seamless and effective customer journey? Has technology eclipsed personal contact?
As a post-accident services business, many enquiries we deal with are made at a highly stressful time for the customer. They could fear anything from prolonged time off the road, damage repair costs, or a loss of no-claims bonus. The last thing a driver needs is an emotionless, automated response with no sign of empathy. We aim to make the end-to-end process effortless for the customer, with the assurance that we will always act with integrity.
Read More
A Night On The Streets
On December 17th three members of the team from the EDAM Group took to the streets of Manchester, to raise awareness of Homelessness in the UK supported by the Charity Depal UK.  For many of us Homelessness is unimaginable, so the prospect of sleeping rough on a Friday Night in central Manchester was going to definitely test them.
Read More
EDAM: A vibrant, supportive culture supporting personal growth and development
At EDAM we pride ourselves on providing a great place to work, it’s something that dates back to when the founders started the business so we’ve invested time and energy making sure the culture is fantastic. And on the back of that we provide great jobs, careers and offer some great initiatives to help you progress down your chosen route.
Read More