Canadian Underwriter

Topic Claims Technology

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What consumers want from the claims experience

October 6, 2021 by Jason Contant

Consumers are looking for a hybrid claims processing model — an intermixing of virtual and self-service with human adjuster interaction, according to the Future of Claims 2021 Report from LexisNexis Risk Solutions. “No matter how great the technology is, consumers

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IBC investigative services to be transferred to Équité Association

September 28, 2021 by Greg Meckbach

The Insurance Bureau of Canada’s Investigative Services division is being transferred to a new organization, Équité Association, effective Oct. 1. That transfer has been approved by IBC’s board, IBC announced Monday. Équité Association integrates IBC’s investigative services division with the

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How insurtech is making ‘significant inroads’

September 20, 2021 by Greg Meckbach

Canada has hundreds of new insurtech startups and some of them can help you give consumers the experience they have come to expect from other industries, speakers suggested during the 2021 A.M. Best Canada Insurance Market Briefing. “I think our

Quadcopter drone with 4K video camera flying in the air
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Flying high: Drone use in insurance

September 16, 2021 by Brooke Smith

By 2022, 2.85 million small drones will be flying the friendly skies, according to projections by the Federal Aviation Administration. Our numbers are nowhere near as high. According to Transport Canada, as of Aug. 31, 63,200 drones were registered in

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Post-pandemic mindshift needed in claims leadership: Desjardins execs

August 27, 2021 by Canadian Underwriter Staff

Claims leaders will need to evolve their mindsets if property & casualty insurers are to succeed in meeting customer demands post-COVID, senior Desjardins Insurance Group execs suggest. “Before the pandemic, we thought we were doing a good job, but we

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Why you need to offer a ‘Choose Your Own Adventure’ claims experience

August 27, 2021 by Jason Contant

Insurers need to offer customers a claims experience that can shift and adapt depending on the policyholder’s personal circumstances and what they want on any given day, speakers said Thursday during Reuters Events’ Connected Claims Canada 2021 virtual conference. “I

Helicopters fly past the Tremont Creek wildfire as it burns on the mountains above Ashcroft, B.C., on Friday, July 16, 2021. THE CANADIAN PRESS/Darryl Dyck
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How this year’s B.C. wildfire season compares to previous years

August 10, 2021 by Jason Contant

It looks like this year’s wildfire season in British Columbia could be one for the record books. Between Apr. 1 and Aug. 9 of this year, the province saw 1,456 wildfires and nearly 650,000 hectares of area burned. This compares

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Look for AI to “hyper-personalize” customer experience in 3-5 years: Aviva exec

July 20, 2021 by David Gambrill

Hyper-personalization of customer experience in three to five years’ time is a big reason why the property and casualty insurance industry is ramping up the use of artificial intelligence and machine learning now, an Aviva Canada tech executive suggests. “I

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New industry anti-fraud group gets its first CEO

July 19, 2021 by Greg Meckbach

Terri O’Brien, a former vice president at TD Bank, is now CEO of Équité Association, the anti-fraud organization announced Monday. Équité Association is a new organization that integrates Canadian National Insurance Crime Services (CANATICS) and the IBC’s investigative services division.

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Insurers come out of COVID looking at AI-based claims tech

July 7, 2021 by Adam Malik

Now that the global pandemic has expedited the use of artificial intelligence in auto insurance claims processing, carriers are left with a simple choice, according to one industry AI expert — invest or be left behind. The promise of processing

Back to the office with COVID precautions
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How a return to work changed the approach of this Top 5 insurer

June 25, 2021 by Jason Contant

Aviva Canada is taking a deliberate and measured approach to change initiatives in the second half of the year, with the understanding the next few months and the looming return to the office will be a stressful time for employees.

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The future clients want to see in auto claims processing

June 21, 2021 by Adam Malik

After an initial surge, the number of clients taking advantage of virtual claims processing has dipped. For insurers, now is a critical time to evaluate their processes and figure out how to properly provide a touchless experience, says a recent