Claims
Claims turnaround is the product
Customers experience insurance once: at claim. Everything before that is a promise, and turnaround is the only part of it they can measure.
4 min read
Most insurance products are indistinguishable at the point of sale and sharply different at the point of claim. That asymmetry is why claims handling is increasingly treated as the competitive surface rather than as a cost centre to be minimised.
Where the time actually goes
Delays rarely come from the decision itself. They accumulate in handoffs — waiting for documents, for an assessor's report, for a garage estimate, for an approval to move between desks. Each handoff is a queue, and queues are where turnaround is won or lost.
Field work happens offline
Assessors, garages and clinics work where connectivity is unreliable. Tools that require a live connection push work back into paper and re-keying, which reintroduces the delay the digital process was meant to remove. Capturing offline and syncing on reconnect keeps the record intact and the clock running.
Visibility changes behaviour
When claimants can see status without calling, call volume falls and disputes soften. The same visibility inside the insurer makes ageing claims hard to ignore. Measuring turnaround publicly tends to improve it more reliably than measuring it privately.
