From claim to solution in minutes
How can insurance companies handle more claims automatically without compromising the customer experience?
This question was at the center of the session when Thorvaldur Flemming Jensen, VP of Product & Technology at Scalepoint, and Jeppe Dyrvig Danielsen, Product Owner, Claims, at Gjensidige took the stage at Insurance Innovators Nordic with the presentation “Automated Claims Journey: One Stop and Done.”
Their message was simple: automation is not just about efficiency. It is about creating peace of mind for the customer.
For the customer, a claim is not just a stolen bicycle, a broken phone, or a home that has been burglarized. It is a situation where they want quick clarity and reassurance that help is on the way.
That is why Gjensidige, in partnership with Scalepoint, is working purposefully towards a claims process where customers quickly learn whether their claim is covered—and where repair, replacement, or payment can be initiated almost immediately.
The ambition: 80% automated claims
A key element of this journey is the ambition to reach 80% Straight Through Processing (STP) – claims that can be handled automatically from first notice of loss to final decision.
This work takes place through a close partnership between Gjensidige and Scalepoint, combining insurance expertise with technological innovation to continuously improve the claims process.
Automation is built on a combination of data, software, rules, and a strong supplier ecosystem. Together, these elements enable faster decisions and provide customers with a simple self-service experience.
The result is:
- faster claims settlement
- more efficient processes
- lower claims costs
- higher customer satisfaction
Automation should free up time for people
During the Q&A, an important question came from the audience: should all claims really be processed automatically?
The answer from Jeppe and Thorvaldur was clear: “No, not all.”
While automation can handle many claims quickly and efficiently, there will always be situations where people play a crucial role. Some claims involve emotions, uncertainty, or complex circumstances where empathy and human understanding matter more than speed.
That is exactly why the goal is not 100% STP, but “only” 80%. An ambitious target – one that both Gjensidige and Scalepoint are actively working towards.
Automation should not replace people. It should free up time so employees can focus on the claims where human judgement and empathy make the greatest difference.
Would you like to learn more about how automation can improve your claims processes and customer experiences? Contact us.
