Unveiling the pain points of claims handling

April 28, 2024
1 min read


  • 95% of claims handlers in the US and UK believe technology will significantly impact claims processing in the next five years.
  • 55% of handlers find reviewing and processing claims documents burdensome, while compliance and reporting requirements are also a challenge.

The study by insurtech Sprout.ai highlights the daily challenges faced by claims handlers, including frustrations with document review, compliance, and customer service grievances. The majority of handlers believe that technology can help address these challenges and improve claims processing efficiency.

Claims handlers are crucial in delivering on the service promise of insurance carriers, and technology, such as artificial intelligence, has the potential to streamline the claims process and improve customer communication. The research also indicates differences between UK and US handlers, with UK handlers facing more challenges with document retrieval and review.

This study underscores the importance of technology in the future of claims handling and the potential for innovation to address pain points and improve overall customer experience.

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