RDT urges insurers to train now for digitalisation in claims 

RDT is calling on insurers, technology providers and industry bodies to work together to develop training programmes and career pathways that equip claims professionals with the skills they need to thrive in a digital-first environment.

As claims management evolves towards digital integration, collaboration across the insurance ecosystem becomes essential. RDT believes that the digitalisation of the insurance sector will transform claims handling, creating opportunities for new roles such as digitally skilled claims handlers and technology product owners.

Joe O’Connor, Deputy CEO of RDT, said, “As digital transformation continues to reshape the insurance sector, the role of claims handlers will evolve. The claims professionals of tomorrow will need to be technologically savvy, understanding both the technical aspects of claims management systems and the nuances of customer service. This blend of skills will help insurers not only to process claims more efficiently but also to provide a more personalised and empathetic service to their customers.

“The creation of new roles like digitally adept claims handlers and technology product owners will be central to this evolution. To ensure that the industry is ready to meet the challenges and opportunities of the future, it needs to start preparations now.”

According to RDT, the future of claims management will require a workforce that is not only proficient in traditional claims handling but also adept at new technologies. This shift is creating demand for new roles such as digitally adept claims handlers, who will be skilled in using AI-powered claims assessment tools, and technology product owners, who will oversee the integration and performance of claims management systems within insurance firms.

RDT has now published a white paper, ‘Navigating the Future of Claims Management’, exploring these challenges. It ighhlights that digitalisation in claims management is not about replacing human roles with machines, but rather about enhancing the capabilities of claims teams through advanced technologies.

Moreover, the introduction of technology product owners will ensure that claims management platforms are continuously optimised for performance and user experience. These professionals will act as a bridge between the technical development teams and the end users, ensuring that the technology solutions implemented are aligned with the needs of both the business and its customers.