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For many people, filing insurance claims means tedious paperwork and stressful phone calls. It doesn’t have to be that way—and, soon, it won’t. The Next Normal looks at how telematics and artificial intelligence will enable faster, easier claims.

In upcoming editions, The Next Normal will explore the future of grocery, college, car sales, and more.

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More on the future of insurance claims

Blog Post

How to maximize the chances of achieving your insurance claims aspiration

– Almost a quarter-century ago, research by John Kotter found that only 30 percent of change management programs succeed. And a... decade ago, McKinsey research found that the needle hasn’t moved.
Article

Digital ecosystems for insurers: Opportunities through the Internet of Things

– The Internet of Things has entered customers’ everyday lives around the globe and transformed business models across industries.... This environment brings opportunities for insurers: to develop new products, open new distribution channels, and extend their role to include prediction, prevention, and assistance.
Article

Insurance beyond digital: The rise of ecosystems and platforms

– Insurance companies have the opportunity to create new sources of revenue by rethinking their traditional roles and adopting an... ecosystem mind-set.
Blog Post

What the new world of insurance could look like

– From a customer’s standpoint, few industries are as ripe for disruption as insurance.
Article

A ‘nudge’ for the better in assistance claims journeys

– Companies tend to assume that customers, employees, and suppliers always behave rationally.
Article

The promise of blockchain

– Blockchain has huge potential to enhance insurers’ business model, but is also being used by digital start-ups to attack... it. Hence the imperative for incumbents to start exploring this nascent technology.
Video

What is an insurance customer journey?

March 2016 – McKinsey director Alex Singla illustrates how a simple insurance claim provides multiple chances to... build customer satisfaction.