What are the obstacles that call centres in the insurance industry face in transitioning to working from home and what are some firms that have done this successfully doing right? Insurance Times find out.
Strongly suggest you also read this article by Frederik Bisbjerg Chief Strategy & Business Acceleration Officer<!--[if !supportLineBreakNewLine]--> of insurer Noor Takaful
Building a Virtual Insurer Post-COVID
More reading:
Coronavirus response: Short- and long-term actions for P&C insurers
by McKinsey
COVID-19 insurance operations challenges
by KPMG
Paul Stanley, chief executive at 360Globalnet, warned that the insurance industry would need to have flexible IT claims systems in place that are quickly configurable to fit the new ways of working, otherwise whole systems may become unusable. “The insurance industry now has to consider the worst potential impacts of Covid-19 and we are gearing up to respond to cases where whole claims systems may become unusable as a result of office closures,” he says. The worry is that, although many disaster plans feature the backing up of existing systems to alternative sites, the lock down conditions implemented by the government means that even these sites are unavailable, and alternative remote systems need to be explored.
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