COVID-19 accelerated the need for next-generation claims-processing goals. To make these capabilities a reality and create long-term value, insurers should focus on five key areas. Digital natives—millennials and GenZ’ers increasingly expect seamless, omnichannel, and real-time interactions integrated with the platforms they already frequently use.

In a recent survey, 85 percent of executives said they increased the digitalization of employee interactions and engagement in the pandemic.

To prepare for the future of claims that is now closer than many expected, carriers should concentrate on five areas: empowering the claims workforce, redefining proactivity, reimagining the insurer’s role, evolving the claims ecosystem, and transforming talent.

Empowering the Claims Workforce

simple claims <> complex claims

For simple claims, the technology to enable full straight-through processing already exists. But what happens to your system when the claim becomes more complicated? Does it route to an agent?

“Segment”, “route”, “appraise”, “estimate”, “choose” – these are all decision words. What if you could automate some of these decisions?

The concept of cognitive “whisper agents”—tools that provide relevant information to aid in decision making—will automatically guide complex-claims handlers in their customer interactions. But in order to be effective, the system needs to understand the human’s decision-making role and be explicit about it.

Redefining Proactivity

A personalize claims experience is now required to stay competitive.

Until now, was based largely on claim characteristics and the system treated all customers the same but clients now expect more.

Reimagining the Insurer’s Role

Preventing claims – yes, and yet more decisions to automate homes or buildings, make decisions about working conditions etc.

Evolving the Claims Ecosystem

Leveraging sensors and new data is great but only useful if acted on. What data would make you decide differently?

Transforming Talent

New roles, new successes and failures, new goals, and motivation.

From HITL to HITLFE and HOTL systems. Click here to read more about exception handling.

From recent McKinsey article: https://www.mckinsey.com/industries/financial-services/our-insights/claims-2030-dream-or-reality

BOSTON, MA – May 4, 2026 – Blue Polaris announced it has been awarded the North America Winner of the 2026 IBM Partner Plus Awards for the Transformational SaaS Application category at IBM Partner Plus Day during Think 2026. This award celebrates IBM business partners who demonstrated measurable improvements through efficiency, cost savings and productivity through IBM SaaS deployments.

 

“This recognition underscores the meaningful impact and innovation our partners are delivering across the IBM Ecosystem,” said Nicholas Rogers, GM of Americas Ecosystem at IBM. “We are proud to recognize Blue Polaris as a North America winner and celebrate the work they have done to help clients scale and accelerate AI outcomes through IBM services and solutions — over the past year and into the future.”

 

The IBM Partner Plus Awards recognize partners who deliver exceptional impact aligned with IBM’s strategic priorities. Thirty-four winners were selected from hundreds of global submissions across all geographies and seven categories. 

 

Partners eligible to win an award are part of IBM Partner Plus, a program designed to help deepen partners’ technical expertise, accelerate time to market and win with clients with AI and hybrid cloud. For more information on IBM Partner Plus, please visit www.ibm.com/partnerplus.