Risks and solutions in personal injury treatment: The responsibility of Insurers

In the world of personal injury claims, efficient communication between insurers, advocates and victims is crucial for fair and transparent processing. However, in many cases, this communication is mainly via email, which poses significant risks to the privacy and security of sensitive information.

By Dirk Kon from DCSolutions

One of the biggest challenges in this process is the fact that e-mail traffic is often not secure enough. Even when using solutions such as Zivver, which direct documents to a secure environment, they end up in an unsafe environment as soon as they are downloaded or shared. This raises the question: what does the insurer's responsibility to ensure the privacy and data security of all parties involved extend?

The key question is whether insurers should be responsible for offering secure portal solutions to prevent data breaches and ensure the integrity of sensitive information. A secure portal not only protects against unauthorized access to personal data, but it also contributes to a more transparent and insightful process for all parties involved.

A secure portal can offer various benefits in personal claims processing:

1. Improved data security
   Protection against data breaches and unauthorized access to victims' personal information.
2. More efficient communication
   Centralized and secure communication between all parties, making the process faster and more transparent.
3. Usability
   Easy access to documents and information, which simplifies interaction between those involved.
4. Digital traceability
   Traceability at every step of the fulfillment process, which is essential for accountability and regulatory compliance.
5. Improved customer satisfaction
   A secure portal contributes to building trust and satisfaction among victims, which ultimately improves the insurer's reputation.

At a time when digital security has become a top priority, insurers should actively seek solutions that not only protect their organization's interests, but also ensure victims' privacy and rights. A secure portal is not only an investment in data security, but also in strengthening relationships and improving the entire processing process. It is high time that insurers recognize and embrace this responsibility.

“The point is that you are there for your customers, exactly when and how the customer wants you to be there for them.”

Technology and people in perfect balance‍

When it comes to digitization, it is often not about the technology, but about the cost reduction that it entails. Only a few insurers have succeeded in reducing costs and increasing efficiency and accuracy by automating certain claims tasks and workflows internally.

Automation can increase transparency and reduce settlement time through standardization. Both elements are crucial for customer satisfaction in personal injury resolution. After all, technology is not the end game and efficiency is just one of the indicators for keeping your claims process and team functioning optimally.

Now that technology is developing so rapidly, more and more insurers are wondering what the risks are to completely eliminate the human interaction that personal injury customers greatly value. Personal contact is particularly valuable in events with a major emotional impact, as is the case with any personal injury claim. The fact that almost all claims can be fully automated does not mean that this is the best solution. After all, insurance is trust, so as an insurer, you should not miss the opportunity to offer the right service to (potential) customers with whom they are rarely in contact.

The key is that you are there for your customers, exactly when and how the customer wants you to be there for them. In many material claims, that means a highly efficient, technology-dominated solution. But in injury claims and other emotional claims, a little bit of human contact is guaranteed to lead to better results!

Customer experience expectations are higher than ever, and claims as one of the most visible and customer-focused functions in the insurance industry are now being assessed against the standards of other consumer-facing sectors and companies. DCSolutions (digitalclaimsolutions.com) her approach includes not only minimizing negative experiences, but also maximizing efficiency, loyalty and better outcomes for customers and claimants.

At DCSolutions, we offer a comprehensive and revolutionary approach for an improved personal injury claims experience. Let's work together to meet consumer needs and raise expectations for claim experience.

Want to know more? Contact us at info@digitalclaimsolutions.com. Together, we can make a difference.