The insurance industry has a problem with retaining talent in the claims space, which, in turn, can put more pressure on insurers when dealing with customer queries. Taylor felt that part of the problem was that insurers had a “significant issue” with attracting and retaining talent and resource in the claims sector. However, Taylor highlighted that skills issues made it “easier” for consumer’s claims to get stuck in “limbo”. The insurance industry has been heading in the direction of becoming more digitised, with the Covid-19 pandemic having increased the need for this. However, when it came to claims, he said it can be tough to find answers online.

Source: The Times November 13, 2023 08:34 UTC