Ensuring claims are processed as quickly, accurately, and fairly as possible is the ultimate goal of every claims department. In the age of artificial intelligence (AI), there are more tools and opportunities for claims leaders to leverage to help achieve this goal, but expectations are also higher than ever.
At CLM's Chief Claims Officers (CCO) Summit in Baltimore, in a session titled "Reinvigorating Claims Quality," McKinsey experts will discuss what the ideal claims quality program looks like today, and the trends and technology that help shape successful programs.
Below, McKinsey Associate Partner Amy Enrione, who will present the session alongside Associate Partner Jacqueline Montgomery, shares some thoughts on what CCO attendees can expect from the presentation.
Q: What are some of the highlights you plan to touch on during your presentation?
A: "We will discuss Claims Quality programs, and the ways they are evolving leveraging AI, ultimately shifting towards 'always on' quality and augmented decision-making. Not only will we discuss the future vision for always-on quality, we will also talk tactically about what carriers can do today to drive near-term improvements and lay the groundwork for the future vision."
Q: If there is one main theme you believe is most important in this presentation, what would it be?
A: "Quality programs are more critical than ever, and AI innovations can support carriers in improving decision-making accuracy beyond what was possible before given human error."
Q: What have you learned about CLM's CCO audience as far as what they value most and what they’re looking to take away from presentations like this?
A: "There’s an important balance to strike between sharing a bold vision for the future (e.g., Claims 2030, impacts of AI in claims) but also making it tangible and with tactical steps claims leaders can take back to their organizations and start implementing now."
Q: Relative to the topic you’re presenting on, what are some of the biggest challenges facing CCOs, and what are some of the biggest opportunities?
A: "As with other AI applications, many carriers are getting stuck in 'pilot purgatory' with point-solutions that aren’t at scale or embedded in new ways of working. The work to rewire processes (such as claims quality) leveraging AI is challenging, but the opportunity at stake from advancing Quality with AI is significant."
Be sure to catch this presentation and others on Sept. 3 at the Hilton Baltimore Inner Harbor. For more details and to register, click here.