Sarah Glenn discusses the harmony within the claims process with Modern Insurance Magazine

Harmony Within Claims Process

Sarah Glenn discusses the harmony within the claims process with Modern Insurance Magazine

Our Commercial Director, Sarah Glenn, was involved in discussions involving the harmony within the claims process with Modern Insurance Magazine, featured in their latest edition.  Sarah discusses the ‘bot’ versus ‘human’ approach when it comes to the automation of claims.


This conversation has been a particularly interesting one this year. Most meetings, conference or round table I attend has touches on how data is changing the claims landscape. I welcome these open chats and whilst some may think it would worry me, it does not, as I see the use of data and automation as a great opportunity to make positive changes within the industry. We were one of the first independent investigations companies to use data to detect fraud, therefore, we are well versed in what quality data can do when it comes to fighting fraud.


I just about fall into the millennial bracket, and I have witnessed technology advance at a rate of knots; it has been interesting becoming a parent and witnessing what their expectations are with the technology they use, but there is no doubt in my mind that we still need human interaction to make the customer journey even better, with the involvement of technology to assist. When it comes to claims, if you claim for a chip in your windscreen, this could be easily fully automated, however, for any business-related claims or a claim out of the ordinary, I do still think this will most likely continue to be handled by humans once it has been screened via AI at FNOL stage.


The ‘bot’ versus ‘human’ approach is not a new debate and I have voiced my reservations as I don’t believe claims should be fully automated and I do not think that we should become wholly reliant on external data to do this, as the data will only ever be as good as what the human inputs and there is still a long way to go when it comes to understanding big data and how that is managed and stays relevant.


I strongly believe it would be extremely dangerous to just rely on external data and AI when it comes to detecting fraud as it would be naïve to not acknowledge or underestimate the resolve of those committing fraud who are already exploiting weaknesses and bypassing detection methods already in place at present. Coming from a background of investigating fraud, I believe the best model would be to make use of both data and human input as this would be a harmonious fit resulting in reduced leakage due to fraud.


Sarah GlennSarah Glenn 
Commercial Director, RGI Solutions

Credit: Modern Insurance Magazine