Shouldn’t Claims Be Easier by Now?

You lose everything in a fire. Your home. Your memories. Your sense of safety.

And when you finally gather the strength to file a claim, you’re asked to do it in excel or in a complex form asking for receipts every time.

In that moment, it’s painfully clear: The system wasn’t built for today’s customers.

Today’s customers, especially younger generations, expect more. Not just a digital form. Not just polite service. They expect a process that feels human, fast, and intelligent.

Recent surveys show that 58% would switch insurer after a poor claims experience (Source: Accenture Insurance Consumer Study 2024).

Here’s what they really want, and what they’re no longer willing to accept:

1. “Help me. Don’t just hand me a blank form.”

When people are stressed or grieving, facing long blank forms feels overwhelming.
Customers expect smart assistance that reduces complexity. But today, customers are handed blank forms and excel sheets for the most challenging contents claims.

✅ What customers expect: Intelligent claims assistants that pre-fill details, suggest common losses, and minimize typing, reducing decision fatigue during high-stress moments.

📊 Fact: 65% of consumers say they abandon digital forms when too many fields are required (Source: Forrester Research 2023).

2. “Let me show you what happened. My way.”

Not everyone wants to type a detailed report. Allowing customers to upload videos, speak a voice memo, or submit images speeds up both the intake and the emotional process.

✅ What customers expect: Multi-channel claims reporting through voice, video, images, live receipt tracking. Automatically turned into structured claims data.

📊 Fact: Companies using multimedia inputs report a 22% faster average claim intake time (Source: McKinsey Insurance Insights 2024)..

3. “Trust me, and when you ask for proof, make it make sense.”

Random demands for receipts feel like accusations. Instead, verification should be based on data and not spot-checks or gut feelings.

✅ What customers expect: Clear, data-driven triggers for documentation requests, based on claim patterns, item values, and risk scoring.

📊 Fact: Data-driven validation reduces unnecessary proof requests by 40%, leading to higher NPS scores (Source: Deloitte Future of Claims 2024).

4. “Move fast where you can and tell me where I stand.”

Waiting in the dark makes bad experiences worse. Today’s customers expect claims progress to be visible, predictable, and fast, especially for standard items. In a world where customers can track their coffee delivery to the minute, waiting blindly for claim updates is unacceptable.

✅ What customers expect: Transparent, real-time tracking of claim status. Not having to chase by email or phone.

📊 Fact: 71% of policyholders said “lack of status updates” was their top frustration in recent claims experiences (Source: EY Global Insurance Survey 2023).

Final Thought: Recovery Should Feel Like Recovery

In the most vulnerable moments of their lives, customers aren’t judging claims by how “efficient” the internal processes are. They’re judging how respected, heard, and helped they feel.

✅ They expect fast where it should be fast.
✅ They expect human where it needs to be human.
✅ They expect transparency all the way.

Claims are not a back-office function anymore.