Claims manager Gallagher Bassett has been implementing setiment analysis tools to evaluate the quality of customer calls. 

The initiative allows it to identify best practices, and to support staff who have a high proportion of challenging or complex calls, Gallagher Bassett COO Lionel Charmetant tells insuranceNEWS.com.au. 

“I anticipate that we will see an explosion of AI-powered solutions to simplify, accelerate and tailor customer responses,” Mr Charmetant said. 

“Every service available can be delivered more instantly and in a more accessible manner. From food and grocery delivery to subscriptions and instant chat bot responses, the bar has been raised significantly to provide fast, simple and intuitive services.”  

Public scrutiny of the financial services industry has “radically increased” awareness of the industry’s obligations, and expectations for a fast, fair and efficient process, he says, as have recent natural disasters and heightened cost-sensitivity due to inflation. 

"Across the industry, we are seeing how critical a claim payment or resolution can be,” he said. "This adds a layer of complexity for all involved in managing a claim and means our claims managers must be able to have emotionally intelligent, complex conversations.” 

Mr Charmetant says this increased complexity in customer expectations presents an opportunity for insurers and claims managers like Gallagher Bassett to “add value and set ourselves apart by responding in a strategic manner”.  

Gallagher Bassett’s emphasis on building a culture of care and superior customer service has resulted in a reduction of attrition rates by nearly 10 percentage points over the past year, he says.  

“We have worked to partner digital interactions with in-person connection where possible,” he said. “There are no quick wins in this space – organisations must make consistent, long-term investments in their culture and people to see positive results. 

"The recent focus on Generative AI has provided a chance for our industry to stand apart in how we leverage technology to address customer expectations.”