{"id":15143,"date":"2025-07-21T12:29:36","date_gmt":"2025-07-21T09:29:36","guid":{"rendered":"https:\/\/insly.com\/?p=15143"},"modified":"2026-08-14T16:55:15","modified_gmt":"2026-08-14T13:55:15","slug":"how-do-manual-vs-automated-claims-handling-processes-compare","status":"publish","type":"post","link":"https:\/\/insly.com\/en\/blog\/how-do-manual-vs-automated-claims-handling-processes-compare\/","title":{"rendered":"How Do Manual vs Automated Claims Handling Processes Compare?"},"content":{"rendered":"
<\/div>

The claims process is arguably the most important moment in the insurance lifecycle. It’s often the first time a customer speaks to their insurance provider directly, usually under stressful circumstances. Customers expect the process to be fast, efficient and convenient. If it isn’t, it can hurt renewal rates and the likelihood they’ll recommend you to their networks.<\/p>\n

A poorly run claims process doesn’t just hurt satisfaction; it’s a major source of losses for insurance providers. Claims handling accounts for around 75% of total costs in motor and about 55% in home cover, according to the Financial Conduct Authority and an average of 11% of claims settlements can be classified as leakage through inefficiencies and human error.<\/p>\n

Digitising and automating key parts of the claims process helps insurers and MGAs overcome many of these challenges, delivering a more convenient, streamlined experience for customers and staff. Over two-thirds of insurance industry professionals now view the claims process as one of the prime areas for augmentation by AI.<\/p>\n

If you’re unsure how an automated claims process differs from the traditional claims journey, here’s how it transforms each stage.<\/p>\n

 <\/p>\n

How will an automated claims process differ from traditional claims?<\/h2>\n

First Notification of Loss (FNOL)<\/strong><\/h4>\n

Instead of calling a contact centre, customers can log a claim through self-service, email, or an AI chatbot, 24 hours a day, uploading photos, receipts, police reports and medical records as they go. The data is logged automatically and made visible to authorised staff and can be checked against Anti-Money Laundering and sanctions databases where required.<\/p>\n

Data validation and fraud detection<\/strong><\/h4>\n

Rather than manually checking every claim, insurance software can verify key information for consistency and automatically flag suspect claims for the claims team to review.<\/p>\n

Claims assessment and decision-making<\/strong><\/h4>\n

Rather than every claim going to a team member, software can process straightforward cases automatically at scale, significantly speeding up the process for most customers. AI can analyse photos and documents to assess the extent of loss or damage and estimate repair, replacement or treatment costs. More complex cases get flagged for review and approval by a claims handler and the customer is notified automatically once a decision is made.<\/p>\n

Settlement<\/strong><\/h4>\n

The part that matters most to customers is also the most transformed: modern systems collect bank details and initiate payments to customers or third parties as soon as a claim is approved, reducing human error and helping ensure a fair, accurate resolution.<\/p>\n

Reporting and accounting<\/strong><\/h4>\n

Once settled, a claim feeds automatically into loss ratio and profitability reporting and claims bordereaux and that data can also inform product development, risk pricing and renewals.<\/p>\n

Customer contact<\/strong><\/h4>\n

There will always be cases needing personal contact and some customers will always prefer it. In fact, 92% of claims handlers say a “human in the loop” is essential or very important for automated claims workflows, 44% to reduce the risk of errors and 39% to maintain service quality and empathy.<\/p>\n

Having a fully integrated claims system running in the background makes those human conversations more efficient too, giving staff the most current data, alerts and reminders. AI tools can now help claims handlers answer questions and complete tasks across the claims cycle directly, cutting workload, speeding up claims and reducing leakage.<\/p>\n

Customer feedback<\/strong><\/h4>\n

An automated system can also request feedback automatically at the end of the claims process. Reviews matter enormously to customers choosing an insurer, so capturing feedback from satisfied claimants is a real driver of future growth.<\/p>\n

 <\/p>\n

Deliver leading claims handling with Insly<\/h2>\n

While insurers and MGAs have automated other parts of their operations, claims has lagged behind. Digital claims submission is now mainstream, 75% of property insurers offer it, up from 52% in 2019, but true end-to-end automation is still catching up and McKinsey has calculated that deploying modern automated tools can generate returns of between 30 and 200%.<\/p>\n

Insly’s Claims Portal<\/a> is built to close that gap. Policyholders can file a claim through an AI-guided chat, an invoice upload with automatic data extraction, or a simple name lookup, no phone call required. Every claim gets an AI recommendation, approve, reject, or needs review, with a confidence score and the specific policy terms it’s based on and simple decisions can be resolved in under 60 seconds. Once filed, customers get a branded, real-time tracking portal (“like tracking a food delivery, but for their claim”) instead of being told “we’ll get back to you.” It works as part of the Insly ecosystem or connects via API to any other policy administration system, so it’s not a rip-and-replace decision.<\/p>\n

We work with 70+ MGAs and insurers and on average our customers handle double the gross written premium they managed on their previous systems.<\/em><\/p>\n

Book a demo<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

The claims process is arguably the most important moment in the insurance lifecycle. It’s often the first time a customer speaks to their insurance provider directly, usually under stressful circumstances. Customers expect the process to be fast, efficient and convenient. If it isn’t, it can hurt renewal rates and the likelihood they’ll recommend you to […]<\/p>\n","protected":false},"author":12,"featured_media":25379,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"footnotes":""},"categories":[39],"tags":[333,316,26,318],"class_list":["post-15143","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-insurance-innovation","tag-claims-handling","tag-claims-management-tool","tag-insurance-innovation","tag-insurer"],"acf":[],"yoast_head":"\nClaims Handling Processes: Manual vs Automated | Insly<\/title>\n<meta name=\"description\" content=\"Automate your claims process to boost efficiency, cut costs, and improve CX. 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