Evolution of Strategic Levers in Insurance Claims Management An Industry Survey
Journal
Risk management and insurance review
ISSN
1098-1616
Type
journal article
Date Issued
2016
Author(s)
Abstract
This article discusses competing strategic goals and success factors in nonlife
insurers’ claims management using new and ad hoc empirical data. We struc-
ture the study of the companies’ aims along the three main conflicting goals:
(1) the minimization of claims volume, (2) the optimization of internal claims
processes, and (3) the maximization of customer satisfaction. We analyze the
insurance industry perspective through a qualitative survey carried out in Ger-
many and Switzerland. Findings on the current and expected importance of
selected topics are derived. The results shall lead to managerial implications
improving industry practice and serve as a starting point for further research.
Our findings are relevant for academics and practitioners beyond the two mar-
kets surveyed in the study.
insurers’ claims management using new and ad hoc empirical data. We struc-
ture the study of the companies’ aims along the three main conflicting goals:
(1) the minimization of claims volume, (2) the optimization of internal claims
processes, and (3) the maximization of customer satisfaction. We analyze the
insurance industry perspective through a qualitative survey carried out in Ger-
many and Switzerland. Findings on the current and expected importance of
selected topics are derived. The results shall lead to managerial implications
improving industry practice and serve as a starting point for further research.
Our findings are relevant for academics and practitioners beyond the two mar-
kets surveyed in the study.
Language
English
HSG Classification
contribution to scientific community
Refereed
Yes
Publisher
Blackwell
Volume
19
Number
2
Start page
197
End page
223
Pages
27
Subject(s)
Division(s)
Additional Information
Prof. Wagner is Professor at the HEC Lausanne; http://people.unil.ch/joelwagner; joel.wagner@unil.ch
Eprints ID
255405