Claims Transformation Reset: The Impact of COVID-19

An SMA Research Report

Karen Furtado, Partner
Karen Pauli, Principal
Publication Date:
September 25, 2020
Number of Pages:
$1,495.00 USD

The pandemic has altered the claims transformation journey. While most claims organizations were on a transformation path at the start of 2020, COVID constraints have changed the execution baseline and materially adjusted the timelines to meet new expectations. 2021-2022 plans must be reviewed based on new standards for process and service outcomes.

In order to assist claims executives, this report will cover the external forces that, in addition to the pandemic, are driving change in claims operations. What traditional claims practices are setting roadblocks? How will established and new claims ecosystems alter the way claims departments are structured? What functional areas will be impacted? And one of the most significant questions: How will claims roles change over the next several years? Technology will play a mission-critical role in successful outcomes. But just as important is viewing the organization through a lens that includes claimants and employee expectations. This will not be easy, but it has never been more critical.

2020 09 24 Claims report


Table of Contents

  • Executive Summary 3
  • Forces Shaping the Future of Claims 3
  • Claims Transformation Starting Point 6
  • New Ecosystem 7
  • Claims Transformation Impact 9
  • A Case in Point 11
  • SMA Call to Action 12
  • About Strategy Meets Action 13