Customers typically enter the claims process at one of the most stressful points in their lives, and the industry’s traditional approach has often added friction rather than relief. Poor communication, unclear next steps and manual workflows all heighten anxiety, resulting in dissatisfaction and, ultimately, churn.
To address these core pain points, Ushur investigates three practical steps insurers can take to modernise the claims journey and deliver clearer, faster and more reassuring experiences.
1. Improve transparency through proactive communication
Clear, consistent communication remains the strongest predictor of a positive claims outcome. When customers are left without updates, they repeatedly call service centres, overwhelming teams and slowing down response times. Insurers can reverse this spiral by opening proactive communication channels from the moment of first notice of loss (FNOL).
Customers value quick acknowledgement, anticipated timelines and clarity on what comes next. Offering communication options — whether digital self-service, SMS, email, mobile web updates or the ability to speak with a representative — ensures every customer is met in the channel they prefer.
Since multiple parties are often involved in a single claim, from contractors to medical providers, collaboration tools can create transparency across all stakeholders. Automation also plays a key role here: by handling routine outreach and reminders, automated communication allows adjusters to focus on complex cases requiring empathy and expertise.
2. Personalise the journey with guided digital experiences
Modern consumers expect the same level of personalisation in insurance that they receive from retailers, banks and delivery apps. The claims process should therefore feel intuitive rather than overwhelming. Guided digital experiences can simplify information collection by walking customers through each requirement step by step instead of forcing them to tackle long, unfamiliar forms.
Real-time status visibility further reduces stress, especially when it is delivered without login barriers. Customers want to know where their claim stands, what is completed, what is still outstanding and whether anything is missing.
Tools such as Ushur’s Invisible App™ enable customers to upload documents, receipts or photos through a secure link, with no app downloads or passwords required. This ease of use boosts engagement and helps policyholders feel more actively involved in their claim.
3. Streamline operations by automating predictable tasks
While FNOL is typically well-defined, later stages of the claims journey often become bogged down in manual processes. Document collection, repetitive follow-ups and data re-entry slow cycle times and inflate costs. Automating these predictable tasks removes unnecessary delays and frees adjusters to handle higher-value work.
Allowing stakeholders to submit documents directly into a secure, guided experience also accelerates turnaround and reduces the likelihood of missing information.
As machine learning highlights bottlenecks and common customer pain points, insurers can refine workflows and continuously enhance the journey. The result is a smoother, faster and more predictable claims process.
Why experience matters more than ever
A well-executed claims journey directly enhances loyalty. Even when pricing is competitive across carriers, customers tend to stay with insurers who provide clarity, empathy and efficiency during high-stress moments.
Strong communication, personalisation and streamlined operations together reduce call volumes, support adjusters and create a seamless experience that closes claims faster with fewer errors.
How Ushur supports this transformation
Ushur’s AI-powered Customer Experience Automation™ platform equips insurers with the tools needed to modernise claims at speed. Its no-code configuration lets carriers quickly deploy new workflows, reduce call volume and deliver consistent, transparent communication throughout the claims process.
Carriers using Ushur report more responsive customer experiences while lowering operational strain — particularly during high-volume events.
Read the full blog from Ushur here.
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