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Navigating the Claims Landscape

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27 June 2024
Karun Arathil

Unveiling the Customer Perspective on Claims Systems : EMEA Edition

Key research questions

  • What feedback did EMEA insurers provide regarding their experience with claims administration systems?
  • What are the key features and functions that insurers prioritize when evaluating claims administration systems?
  • Where should claims solutions focus in order to meet the specific needs and challenges of insurers of EMEA region?

Abstract

Following up on Celent's biennial EMEA claims admin system review, Celent asked for customer references to get feedback on vendors and systems.

The review included input from over 38 EMEA P&C insurers who evaluated claims systems provided by various vendors.

This report comprehensively analyses insurers' perspectives on various aspects such as features/functions, ease of integration, IT vendors' implementation capabilities and professional services, configuration capabilities based on specific scenarios, and business staff involvement in system changes. Celent offers valuable insights throughout the report, highlighting how the customer view aligns with the industry's priorities and challenges in claims management. These insights inform our recommendations for both IT vendors and insurers.

Adacta, Axxis Systems, Bytesforce, Faktor Zehn, Genisys Technologies, Guidewire ClaimCenter, Inetum (Cleva Insurance Solution), Insurance Business Applications (IBA), Keylane, RDT, Sapiens IDITSuite for P&C, Sapiens Tia Enterprise, and TCS are vendors and systems that participated in this report.

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