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Articles by Kristen Ganjani
Creating an inclusive environment in insurance
As one of the most diverse sectors for entry-level workers, the insurance industry has a unique opportunity to help marginalized people advance. It starts with creating an inclusive environment. In this conversation, McKinsey partners Kristen Ganjani and Elixabete Larrea discuss the opportunity for the insurance industry to amplify marginalized voices at all levels.
Claims 2030: Embracing the future
As technological change accelerates and customer preferences diverge, the future of claims organizations centers on four key trends. The COVID-19 pandemic has spurred innovation and accelerated the pace of technology adoption across industries. It has also expanded our idea of what’s possible, says McKinsey partner Elixabete Larrea—and insurance is no exception. What can claims organizations do to effectively meet diverging customer preferences in the face of constant change?
ViewPoint: 4 Things to Get Right with Digital Claims Processing
It’s 2030, and you’re driving to work on a miserable winter’s morning. So your phone sends you an alert to suggest a route that avoids icy roads. Even so, you suffer a fender bender. Sensors note the accident, and send the information to your insurer. A message pops up asking what happened, and then reminding you of next steps. The company does a virtual appraisal and makes an initial assessment of liability; it also provides options for car rental and repairs.
Claims 2030: A talent strategy for the future of insurance claims
Digitization is reshaping the workforce of insurance claims organizations, demanding new roles and skills. Creating a digital talent strategy is key to leading in this new context. The technology revolution is reshaping every job in claims organizations.
Navigating the next decade of US insurance claims
The COVID-19 pandemic has accelerated trends related to customer expectations and digital adoption. Insurers will need to embrace these changes sooner rather than later to keep up the pace. The insurance landscape will change dramatically over the next five to ten years, accelerating the rate of change we have seen over the past decade, thanks to two primary trends: evolving customer expectations and accelerating technology evolution.
How North American claims organizations can respond to the coronavirus
No one knows exactly how the COVID-19 pandemic and its long-term implications will unfold. The outbreak is already presenting enormous challenges to families, communities, and nations, along with businesses of all kinds and the global economy. When it comes to the property and casualty industry, the pandemic will slow growth, strain profitability, and pose new operational challenges—that much is clear.
Five areas of focus for adopting the next generation of claims management
Insurers are quickly entering a new era of claims management—one supported by rapid technological advancements and growing data availability. These new developments provide unprecedented visibility into the claims process, the changing preferences of customers, and the expectations of a new generation of employees who demand a digital experience.
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