Actionable insights here for all those in the insurance world. I recommend reading these in parallel with similar article from Nigel Walsh

One key plank described by both is the adoption of customer experience platforms that involve claimants directly in the process speeding up claims processing and  resolution, increasing customer satisfaction and stripping out cost.

Net Promoter Scores heading past 60 to 70 and 80+ are the proof in the pudding.

These platforms do not involve throwing out current back-office and ERP systems. Cloud based platforms are linked by a unique URL identifier giving one digital customer record joining both legacy and cloud platforms.

That opens up the true big data analytics potential of combining the structured and unstructured data across the enterprise fr a complete view of every claim and the context of every process