Customer Experience | The Claim Handler’s Perspective

Welcome to our research report, “Customer Experience: The Claim Handler’s Perspective.”

This report provides direct insights into the insurance claims handling process, combining research findings with real-world perspectives from claims handlers — the people who know the challenges and opportunities best from their day-to-day experiences on the front lines.

Designed to support insurers in enhancing their operations and customer service, the report provides actionable strategies and detailed analysis of the evolving claims handling landscape.

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About is an award-winning claims solution for the insurance industry, partnering with major insurance companies worldwide. Our vision is to make every claim better by using groundbreaking AI products to expedite the claims process while preserving the human touch.

The report surveys 142 claims handlers in the UK and the US across nine insurance lines.