‘The customer needs to be involved in the process’
This framing, starting with a fully automated vision, acts as a strategic exercise rather than a literal goal. It allows insurers to map out possibilities before making deliberate decisions about where human involvement remains essential. As Walsh told IB, the claims journey isn’t just an operational process – at its core there is a deeply human aspect. “The customer needs to be involved in the process, and having full automation may not involve them in the way that you or they want,” added Walsh. “With customers, you really want to offer them that white glove service – that’s important. Another key reason the human element cannot be automated is that some business decisions require certain expertise – something that we at Munich Re Specialty pride ourselves on. “Our claims professionals bring years of experience aligned to the lines of business they support, and their expertise allow them to guide any decisions required throughout the claim’s lifecycle.”
