The way claims are managed is changing faster than ever. Technology, regulation, sustainability goals, and customer expectations are reshaping the insurance industry worldwide. According to McKinsey, digitalization and data-driven decision-making could reduce claims costs by up to 30% by 2030, while improving speed and consistency.
At Van Ameyde, we see these developments as part of a broader evolution – one where human expertise, responsible innovation, and international collaboration come together. Below, we outline the key areas shaping claims handling in the years ahead.
Key themes shaping the future of claims
- Data-driven and AI-enabled
Artificial intelligence is expected to become standard practice across claims management. McKinsey highlights its potential to streamline processes, strengthen fraud detection and enable predictive modelling. Yet, human oversight remains crucial in interpreting complex data and ensuring fairness in outcomes.
- Customer-centric and transparent
As automation advances, customer expectations rise. Policyholders increasingly value real-time updates, clarity and personalised communication. Companies that balance digital convenience with human empathy will likely build stronger, longer-lasting relationships.
- Sustainability as a standard
Sustainability will play an essential role in future claims operations. McKinsey reports that repairing rather than replacing can reduce emissions by more than 40%, and that decarbonising supply chains will become a core industry focus. Insurers are expected to integrate measurable environmental criteria into their processes.
- Global and connected
Cross-border claims are increasing as global risks and international operations expand. Shared digital platforms, harmonised data exchange, and cooperation across jurisdictions are key to managing complex claims efficiently while complying with local regulations.
- The human factor
Automation enhances accuracy and speed, but empathy and judgement remain decisive. McKinsey stresses that the most successful claims teams will combine digital literacy with strong communication and problem-solving skills – ensuring technology serves people, not the other way around.
Looking ahead
Claims handling in 2030 will be digital, transparent, and sustainable – yet trust will remain at its core. At Van Ameyde, we embrace these shifts by investing in innovation and responsible practices. From tools such as ECHO that enhance data-driven insights, to our EcoVadis certification for sustainable operations, and our Green Card network connecting experts across more than 30 countries, we align technology and collaboration with our core values of integrity and commitment.
We believe this balance between progress and purpose will define the next decade of claims handling – and we look forward to shaping it together with our clients and partners.
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