{"id":34099,"date":"2025-10-23T12:17:20","date_gmt":"2025-10-23T10:17:20","guid":{"rendered":"https:\/\/stage2-fp.webenv.pl\/blog\/?p=34099"},"modified":"2025-12-03T11:30:36","modified_gmt":"2025-12-03T10:30:36","slug":"insurance-claims-audit-hidden-costs","status":"publish","type":"post","link":"https:\/\/www.future-processing.com\/blog\/insurance-claims-audit-hidden-costs\/","title":{"rendered":"The insurance claims audit: 7 hidden costs eating your operations budget"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"34099\" class=\"elementor elementor-34099\" data-elementor-post-type=\"post\">\n\t\t\t\t<div class=\"elementor-element elementor-element-7f7ff4e8 e-con-full e-flex e-con e-parent\" data-id=\"7f7ff4e8\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-2a9e1442 elementor-widget elementor-widget-fp_breadcrumbs\" data-id=\"2a9e1442\" data-element_type=\"widget\" data-widget_type=\"fp_breadcrumbs.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\n<div class=\"o-breadcrumbs  o-margin--first-section\">\n    <div class=\"o-container\">\n        <a\n            href=\"https:\/\/www.future-processing.com\"\n            class=\"o-breadcrumbs__link o-breadcrumbs__link--home\"\n            aria-label=\"Home\"\n            data-elementclick=\"Breadcrumbs link\"\n            data-elementname=\"Breadcrumbs Home\"\n        >\n            Home        <\/a>\n        <a\n            href=\"https:\/\/www.future-processing.com\/blog\"\n            class=\"o-breadcrumbs__link\"\n            aria-label=\"Blog\"\n            data-elementclick=\"Breadcrumbs link\"\n            data-elementname=\"Breadcrumbs Blog\"\n        >\n            Blog        <\/a>\n                                                                <span aria-current=\"page\" class=\"o-breadcrumbs__title\">The insurance claims audit: 7 hidden costs eating your operations budget<\/span>\n            <\/div>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ffca1c4 toc-ignore elementor-widget elementor-widget-fp_banner-post\" data-id=\"ffca1c4\" data-element_type=\"widget\" data-widget_type=\"fp_banner-post.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\n<div class=\"s-banner-post o-margin__top--standard  o-margin__bottom--standard  m-gradient-light\" >\n    <div class=\"s-banner-post__background\">\n                    <img fetchpriority=\"high\" decoding=\"async\" width=\"1156\" height=\"603\" src=\"https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/10\/bg_banner_single_post.png\" class=\"attachment-full size-full\" alt=\"\" srcset=\"https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/10\/bg_banner_single_post.png 1156w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/10\/bg_banner_single_post-300x156.png 300w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/10\/bg_banner_single_post-1024x534.png 1024w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/10\/bg_banner_single_post-768x401.png 768w\" sizes=\"(max-width: 1156px) 100vw, 1156px\" \/>            <\/div>\n    <div class=\"o-container\">\n        <div class=\"row\">\n            <div\n                class=\"s-banner-post__categories col-small-24 col-tablet-22 col-medium-14 col-big-15 col-laptop-14 col-fullhd-13 col-qhd-15\"\n            >\n                                    <a\n                        href=\"https:\/\/www.future-processing.com\/blog\/?category=it-business-news\"\n                        class=\"s-banner-post__categories-button o-button o-button--secondary o-button--rounded o-button--s\"\n                    >\n                        IT News                    <\/a>\n                            <\/div>\n            <div\n                class=\"s-banner-post__content col-small-24 col-tablet-22 col-medium-14 col-big-15 col-laptop-14 col-fullhd-13 col-qhd-15\"\n            >\n                <h1 class=\"f-headline-semi-huge f-line\">\n                    The insurance claims audit: 7 hidden costs eating your operations budget                <\/h1>\n                <div class=\"s-banner-post__description f-headline-extra-big\">\n                    Our survey of 250 senior claims professionals across Managing General Agents, Third-Party Administrators, brokers, and carriers revealed that whilst organisations meticulously audit individual claim decisions, few systematically audit the friction that makes every claim more expensive to handle than it should be.                <\/div>\n                <div class=\"s-banner-post__details\">\n                    <div class=\"s-banner-post__date f-paragraph\">\n                        <svg class='o-icon o-icon--16 o-icon--calendar '>\n            <use xlink:href='#icon-16_calendar'><\/use>\n          <\/svg>                        <b>Last update date: <\/b>\n                        03 December 2025                    <\/div>\n                                        \n<div class=\"o-social-media  f-paragraph\">\n    <b>Share on: <\/b>\n            <a href=\"http:\/\/www.facebook.com\/sharer.php?u=https%3A%2F%2Fwww.future-processing.com%2Fblog%2Finsurance-claims-audit-hidden-costs%2F\" aria-label=\"Share on Facebook\" target=\"_blank\" rel=\"noopener noreferrer\" data-elementclick=\"social-media-link\" data-elementname=\"Facebook\">\n            <svg class='o-icon o-icon--16 o-icon--facebook '>\n            <use xlink:href='#icon-16_facebook'><\/use>\n          <\/svg>        <\/a>\n            <a href=\"https:\/\/twitter.com\/intent\/tweet?url=https%3A%2F%2Fwww.future-processing.com%2Fblog%2Finsurance-claims-audit-hidden-costs%2F\" aria-label=\"Share on Twitter\" target=\"_blank\" rel=\"noopener noreferrer\" data-elementclick=\"social-media-link\" data-elementname=\"Twitter\">\n            <svg class='o-icon o-icon--16 o-icon--x '>\n            <use xlink:href='#icon-16_x'><\/use>\n          <\/svg>        <\/a>\n            <a href=\"https:\/\/www.linkedin.com\/shareArticle?url=https%3A%2F%2Fwww.future-processing.com%2Fblog%2Finsurance-claims-audit-hidden-costs%2F\" aria-label=\"Share on LinkedIn\" target=\"_blank\" rel=\"noopener noreferrer\" data-elementclick=\"social-media-link\" data-elementname=\"LinkedIn\">\n            <svg class='o-icon o-icon--16 o-icon--linkedin2 '>\n            <use xlink:href='#icon-16_linkedin-2'><\/use>\n          <\/svg>        <\/a>\n    <\/div>\n                <\/div>\n            <\/div>\n            <div\n                class=\"s-banner-post__authors-wrapper col-small-24 col-tablet-22 off-medium-1 col-medium-8 off-big-2 col-big-7 off-laptop-4 col-laptop-6 off-fullhd-5 off-qhd-2 col-qhd-7\"\n            >\n                <div class=\"o-pill o-pill--brand o-pill--circle\"><\/div>\n                <h2 class=\"s-banner-post__authors-header f-headline-semi-large f-line\">\n                    <strong>Written by:<\/strong>\n                <\/h2>\n                <div class=\"s-banner-post__authors\">\n                                                                    <div class=\"s-banner-post__author\">\n                            \n<div class=\"o-person-linkedin o-pill o-pill--image  o-person-linkedin--no-shadow o-person-linkedin--has-link\">\n            <img decoding=\"async\" width=\"240\" height=\"480\" src=\"https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/10\/alukaszczyk_blog_240_480-1.jpg\" class=\"attachment-full size-full\" alt=\"\" srcset=\"https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/10\/alukaszczyk_blog_240_480-1.jpg 240w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/10\/alukaszczyk_blog_240_480-1-150x300.jpg 150w\" sizes=\"(max-width: 240px) 100vw, 240px\" \/>                <a class=\"o-person-linkedin__linkedin\" href=\"https:\/\/www.linkedin.com\/in\/lukanna\/\" target=\"_blank\" aria-label=\"LinkedIn\" data-elementclick=\"person-linkedin-url\" rel=\"noopener\">\n            <svg class='o-icon o-icon--16 o-icon--linkedin '>\n            <use xlink:href='#icon-16_linkedin'><\/use>\n          <\/svg>        <\/a>\n    <\/div>\n                            <p class=\"f-paragraph s-banner-post__author-name\">\n                                Anna \u0141ukaszczyk                            <\/p>\n                                                            <p class=\"f-paragraph s-banner-post__author-position\">\n                                    Strategic Initiatives Lead - Insurance                                <\/p>\n                                                                                        <a href=\"https:\/\/www.future-processing.com\/blog\/author\/alukaszczyk\/\" class=\"o-button o-button--tertiary o-button--arrow o-button--icon-right o-button--m\">\n                                    More from this author                                    <svg class='o-icon o-icon--16 o-icon--arrow '>\n            <use xlink:href='#icon-16_arrow'><\/use>\n          <\/svg>                                    <svg class='o-icon o-icon--24 o-icon--arrow '>\n            <use xlink:href='#icon-24_arrow'><\/use>\n          <\/svg>                                <\/a>\n                                                    <\/div>\n                                    <\/div>\n            <\/div>\n        <\/div>\n    <\/div>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-3a94cf5b e-flex e-con-boxed e-con e-child\" data-id=\"3a94cf5b\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-5afd4649 e-con-full e-flex e-con e-child\" data-id=\"5afd4649\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-371aefa8 elementor-widget elementor-widget-table-of-contents\" data-id=\"371aefa8\" data-element_type=\"widget\" data-settings=\"{&quot;headings_by_tags&quot;:[&quot;h2&quot;,&quot;h3&quot;],&quot;exclude_headings_by_selector&quot;:&quot;.toc-ignore&quot;,&quot;no_headings_message&quot;:&quot;No headings were found on this 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class=\"elementor-toc__header\">\n\t\t\t\t\t\t<h2 class=\"elementor-toc__header-title\">\n\t\t\t\tTable of contents\t\t\t<\/h2>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div id=\"elementor-toc__371aefa8\" class=\"elementor-toc__body\">\n\t\t\t<div class=\"elementor-toc__spinner-container\">\n\t\t\t\t<svg class=\"elementor-toc__spinner eicon-animation-spin e-font-icon-svg e-eicon-loading\" aria-hidden=\"true\" viewBox=\"0 0 1000 1000\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M500 975V858C696 858 858 696 858 500S696 142 500 142 142 304 142 500H25C25 237 238 25 500 25S975 237 975 500 763 975 500 975Z\"><\/path><\/svg>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7f1c3c84 elementor-widget elementor-widget-fp_social-media\" data-id=\"7f1c3c84\" data-element_type=\"widget\" data-widget_type=\"fp_social-media.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\n<div class=\"o-social-media o-social-media--border f-paragraph\">\n    <b>Share on: <\/b>\n            <a href=\"http:\/\/www.facebook.com\/sharer.php?u=https%3A%2F%2Fwww.future-processing.com%2Fblog%2Finsurance-claims-audit-hidden-costs%2F\" aria-label=\"Share on Facebook\" target=\"_blank\" rel=\"noopener noreferrer\" data-elementclick=\"social-media-link\" data-elementname=\"Facebook\">\n            <svg class='o-icon o-icon--16 o-icon--facebook '>\n            <use xlink:href='#icon-16_facebook'><\/use>\n          <\/svg>        <\/a>\n            <a href=\"https:\/\/twitter.com\/intent\/tweet?url=https%3A%2F%2Fwww.future-processing.com%2Fblog%2Finsurance-claims-audit-hidden-costs%2F\" aria-label=\"Share on Twitter\" target=\"_blank\" rel=\"noopener noreferrer\" data-elementclick=\"social-media-link\" data-elementname=\"Twitter\">\n            <svg class='o-icon o-icon--16 o-icon--x '>\n            <use xlink:href='#icon-16_x'><\/use>\n          <\/svg>        <\/a>\n            <a href=\"https:\/\/www.linkedin.com\/shareArticle?url=https%3A%2F%2Fwww.future-processing.com%2Fblog%2Finsurance-claims-audit-hidden-costs%2F\" aria-label=\"Share on LinkedIn\" target=\"_blank\" rel=\"noopener noreferrer\" data-elementclick=\"social-media-link\" data-elementname=\"LinkedIn\">\n            <svg class='o-icon o-icon--16 o-icon--linkedin2 '>\n            <use xlink:href='#icon-16_linkedin-2'><\/use>\n          <\/svg>        <\/a>\n    <\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-1a32775c e-con-full js-post-content s-post-content e-flex e-con e-child\" data-id=\"1a32775c\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-276f67f elementor-widget elementor-widget-fp_text_box\" data-id=\"276f67f\" data-element_type=\"widget\" data-widget_type=\"fp_text_box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\n<div class=\"o-text-box m-gradient-light o-text-box--shadow\">\n            <div class=\"o-text-box__intro f-paragraph\"><p>\u2018There's no failsafe. If someone enters \u00a3200,000 instead of \u00a320,000, no one knows until later\u2019.<\/p><\/div>\n                    <div class=\"f-paragraph o-text-box__text\"><p>This candid admission from a claims leader during our research into UK specialty insurance operations reveals <strong>more than a data validation gap<\/strong>. It exposes a broader truth: most claims organisations focus on obvious costs - salaries, software licences, outsourced services - whilst <strong>systematic operational friction silently erodes millions<\/strong> from their budgets.<\/p><\/div>\n    <\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-14ae94f4 elementor-widget elementor-widget-heading\" data-id=\"14ae94f4\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\"><b>Why should insurers or claims organisations care about friction costs?<\/b><\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5ea14bf6 elementor-widget elementor-widget-text-editor\" data-id=\"5ea14bf6\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>The mathematics of operational friction compounds brutally across high-value, low-volume specialty claims. Unlike motor or household insurance where individual claim costs are relatively modest,<strong> specialty lines involve claims that can run to hundreds of thousands or millions of pounds<\/strong>. Even small inefficiencies multiply dramatically.<\/p><p>Consider the <strong>typical specialty claim lifecycle<\/strong>. A professional indemnity claim might require:<\/p><ul><li><strong>Coordination<\/strong> between claims handlers, brokers, surveyors, and legal advisors<\/li><li>Review of extensive documentation <strong>across multiple systems<\/strong><\/li><li><strong>Complex reserving decisions<\/strong> with limited precedent<\/li><li>Compliance evidence for <strong>regulatory requirements<\/strong><\/li><li><strong>Multi-party communication<\/strong> across organisations and jurisdictions<\/li><\/ul><p>Our research found that <strong>30% of claims professionals cite collaboration and communication challenges as primary obstacles<\/strong> to meeting strategic goals.<\/p><p>When a marine claims director told us <strong>\u2018we&#8217;re doing six steps just to process one payment &#8211; it could be three\u2019<\/strong>, this wasn&#8217;t describing a failing system. It was highlighting systematic friction that affects every transaction, every day.<\/p><p>The Clyde &amp; Co MGA Opinion Report 2025 found that <strong>77% of Managing General Agents believe claims processes require fundamental improvement<\/strong> &#8211; a dramatic increase from 59% just two years earlier. This isn&#8217;t dissatisfaction with claims outcomes. It&#8217;s recognition that operational friction has reached crisis levels.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f9ef8f5 elementor-widget elementor-widget-fp_cta\" data-id=\"f9ef8f5\" data-element_type=\"widget\" data-widget_type=\"fp_cta.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"o-cta\">\n    <div class=\"o-cta__pill-container\">\n                    <img decoding=\"async\" width=\"120\" height=\"260\" src=\"https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/01\/pill-Insurence-3.jpg\" class=\"attachment-full size-full\" alt=\"\" \/>            <\/div>\n    <div class=\"o-cta__text-container\">\n                                    <div class=\"f-paragraph\"><p><strong>Revolutionise your claims operations with futureClaims\u2122<\/strong><\/p><p>futureClaims\u2122 is an advanced platform designed to meet the demanding requirements of complex commercial and specialty claims, including the London Market.<\/p><\/div>\n                                    <div class=\"o-cta__buttons-container\">\n                                    <a class=\"o-button o-button--primary o-button--xs o-button--arrow o-button--icon-right\" href=\"https:\/\/www.future-processing.com\/insurance-industry\/?utm_source=blogbanner\" target=\"_self\">\n                        <span>Learn more<\/span>\n                        <svg class='o-icon o-icon--10 o-icon--arrow '>\n            <use xlink:href='#icon-10_arrow'><\/use>\n          <\/svg>                        <svg class='o-icon o-icon--16 o-icon--arrow '>\n            <use xlink:href='#icon-16_arrow'><\/use>\n          <\/svg>                    <\/a>\n                                                    <a class=\"o-button o-button--secondary o-button--xs o-button--arrow o-button--icon-right\" href=\"https:\/\/www.future-processing.com\/blog\/insurance-claims-audit-hidden-costs\/#contact-form\" target=\"_self\">\n                        <span>Contact us<\/span>\n                        <svg class='o-icon o-icon--10 o-icon--arrow '>\n            <use xlink:href='#icon-10_arrow'><\/use>\n          <\/svg>                        <svg class='o-icon o-icon--16 o-icon--arrow '>\n            <use xlink:href='#icon-16_arrow'><\/use>\n          <\/svg>                    <\/a>\n                            <\/div>\n            <\/div>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0a5e041 elementor-widget elementor-widget-heading\" data-id=\"0a5e041\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\"><b>What are the \u2018hidden costs\u2019 that a claims friction audit process aims to expose?<\/b><\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-bf54a0c elementor-widget elementor-widget-text-editor\" data-id=\"bf54a0c\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>A comprehensive insurance claims audit process examines more than compliance and decision accuracy. It identifies <strong>seven systematic friction points that collectively represent substantial operational waste<\/strong>.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fcc0169 elementor-widget elementor-widget-heading\" data-id=\"fcc0169\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\"><b>1. The payment processing tax<\/b><\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b39c911 elementor-widget elementor-widget-text-editor\" data-id=\"b39c911\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p><strong>The friction:<\/strong> Multiple manual steps, system handoffs, and approval workflows turn straightforward payment processing into <strong>time-consuming administrative burden<\/strong>.<\/p><p>A marine claims director participating in our research described the problem succinctly:<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-82f3bf4 elementor-widget elementor-widget-fp_quote\" data-id=\"82f3bf4\" data-element_type=\"widget\" data-widget_type=\"fp_quote.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t        <div class=\"o-quote o-quote--left\">\n            <svg class=\"o-quote__icon\"\n                            >\n                                <use xlink:href=\"#quotation-mark\"><\/use>\n            <\/svg>\n            <div\n                class=\"o-quote__text f-paragraph f-paragraph o-quote__text--italic\"\n            >\n                <div >\n                    <p>\u2018We're doing six steps just to process one payment. It could be three\u2019.<\/p>                <\/div>\n            <\/div>\n            <div class=\"o-quote__author f-paragraph \">\n                \n                \n                <div class=\"o-quote__author-info\">\n                    <div class=\"o-quote__author-name\">\n                        <div\n                                                    >\n                            Marine claims director                        <\/div>\n                    <\/div>\n                    <div\n                        class=\"o-quote__author-position\"\n                    >\n                        <div >\n                                                    <\/div>\n                    <\/div>\n                <\/div>\n            <\/div>\n        <\/div>\n        \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-80960c1 elementor-widget elementor-widget-text-editor\" data-id=\"80960c1\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>The friction manifests in multiple ways:<\/p><ul><li><strong>Manual data entry repeated<\/strong> across payment authorisation systems<\/li><li><strong>Multiple approval stages<\/strong> that add administrative steps without improving control<\/li><li><strong>System limitations<\/strong> requiring workarounds that triple processing time<\/li><li><strong>Reconciliation complexity<\/strong> when payment data doesn&#8217;t flow automatically between systems<\/li><\/ul><p><strong>The hidden cost:<\/strong> Specialist claims handlers &#8211; whose time is valued for their expertise &#8211; spend hours weekly on payment administration. More critically, payment delays can strain broker relationships and create unnecessary friction with policyholders during already stressful claims experiences.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-40f3d00 elementor-widget elementor-widget-heading\" data-id=\"40f3d00\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\"><b>2. The data re-entry burden<\/b><\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0b554bb elementor-widget elementor-widget-text-editor\" data-id=\"0b554bb\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p><strong>The friction:<\/strong> Information captured in one system must be <strong>manually re-entered<\/strong> into others, creating duplicated effort and introducing error risk.<\/p><p>As one claims handler explained: <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0b5d9a8 elementor-widget elementor-widget-fp_quote\" data-id=\"0b5d9a8\" data-element_type=\"widget\" data-widget_type=\"fp_quote.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t        <div class=\"o-quote o-quote--left\">\n            <svg class=\"o-quote__icon\"\n                            >\n                                <use xlink:href=\"#quotation-mark\"><\/use>\n            <\/svg>\n            <div\n                class=\"o-quote__text f-paragraph f-paragraph o-quote__text--italic\"\n            >\n                <div >\n                    <p>\u2018Everything you do has to be manually re-entered... I don't trust the system\u2019.<\/p>                <\/div>\n            <\/div>\n            <div class=\"o-quote__author f-paragraph \">\n                \n                \n                <div class=\"o-quote__author-info\">\n                    <div class=\"o-quote__author-name\">\n                        <div\n                                                    >\n                            Claims handler                         <\/div>\n                    <\/div>\n                    <div\n                        class=\"o-quote__author-position\"\n                    >\n                        <div >\n                                                    <\/div>\n                    <\/div>\n                <\/div>\n            <\/div>\n        <\/div>\n        \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6dee48d elementor-widget elementor-widget-text-editor\" data-id=\"6dee48d\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>The fragmentation typically occurs across:<\/p><ul><li><strong>Initial claim<\/strong> notification systems<\/li><li><strong>Core claims<\/strong> management platforms<\/li><li><strong>Document<\/strong> management repositories<\/li><li><strong>Financial and reserving<\/strong> systems<\/li><li><strong>External communications<\/strong> platforms<\/li><\/ul><p>This isn&#8217;t just about inconvenience. Our research found that claims professionals consistently report having to <strong>\u2018clean up the data before you can even think about progressing the claim\u2019.<\/strong><\/p><p>Expert capacity that should focus on complex claim assessment instead gets consumed by data housekeeping.<\/p><p><strong>The hidden cost:<\/strong> Beyond wasted time, data re-entry introduces inconsistencies that can affect reserving accuracy, regulatory reporting, and ultimately claim outcomes. When handlers don&#8217;t trust their systems, they rely on memory and personal records &#8211; <strong>creating knowledge silos that increase business continuity risk<\/strong>.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-53cb459 elementor-widget elementor-widget-image\" data-id=\"53cb459\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"800\" height=\"779\" src=\"https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/02\/Strategies-for-effective-claims-management.jpg\" class=\"attachment-large size-large wp-image-31801\" alt=\"Strategies for effective claims management\" srcset=\"https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/02\/Strategies-for-effective-claims-management.jpg 960w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/02\/Strategies-for-effective-claims-management-300x292.jpg 300w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/02\/Strategies-for-effective-claims-management-768x748.jpg 768w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/02\/Strategies-for-effective-claims-management-411x400.jpg 411w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/02\/Strategies-for-effective-claims-management-24x24.jpg 24w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/02\/Strategies-for-effective-claims-management-48x48.jpg 48w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0428197 elementor-widget elementor-widget-heading\" data-id=\"0428197\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\"><b>3. The priority blindness problem<\/b><\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-898bee6 elementor-widget elementor-widget-text-editor\" data-id=\"898bee6\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p><strong>The friction:<\/strong> Claims management systems typically sort by date received or alphabetical order, providing <strong>no intelligent indication of which claims require urgent attention<\/strong>.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f7b160f elementor-widget elementor-widget-fp_quote\" data-id=\"f7b160f\" data-element_type=\"widget\" data-widget_type=\"fp_quote.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t        <div class=\"o-quote o-quote--left\">\n            <svg class=\"o-quote__icon\"\n                            >\n                                <use xlink:href=\"#quotation-mark\"><\/use>\n            <\/svg>\n            <div\n                class=\"o-quote__text f-paragraph f-paragraph o-quote__text--italic\"\n            >\n                <div >\n                    <p>\u2018You can't tell which claims are actually sensitive just from the list\u2019, explained one TPA claims handler. Another added: \u2018There's no way to see what's urgent on the file\u2019.<\/p>                <\/div>\n            <\/div>\n            <div class=\"o-quote__author f-paragraph \">\n                \n                \n                <div class=\"o-quote__author-info\">\n                    <div class=\"o-quote__author-name\">\n                        <div\n                                                    >\n                            Claims handlers                        <\/div>\n                    <\/div>\n                    <div\n                        class=\"o-quote__author-position\"\n                    >\n                        <div >\n                                                    <\/div>\n                    <\/div>\n                <\/div>\n            <\/div>\n        <\/div>\n        \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ee8008c elementor-widget elementor-widget-text-editor\" data-id=\"ee8008c\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Without intelligent prioritisation, claims handlers must:<\/p><ul><li><strong>Manually review<\/strong> multiple claims to identify urgency<\/li><li>Rely on <strong>institutional knowledge<\/strong> about broker expectations or claim types<\/li><li><strong>Respond<\/strong> to the \u2018squeaky wheel\u2019 of broker calls rather than systematic importance<\/li><li><strong>Risk missing genuinely urgent claims<\/strong> whilst handling routine ones<\/li><\/ul><p><strong>The hidden cost:<\/strong> Service level breaches on genuinely urgent claims can damage broker relationships and policyholder satisfaction far more than delays on routine matters. The<strong> inability to identify and escalate sensitive claims creates both operational inefficiency and strategic risk<\/strong>.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-84f9e54 elementor-widget elementor-widget-heading\" data-id=\"84f9e54\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\"><b>4. The reserving guesswork<\/b><\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-23eb2c9 elementor-widget elementor-widget-text-editor\" data-id=\"23eb2c9\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p><strong>The friction:<\/strong> Claims handlers face <strong>complex reserving decisions without structured decision support<\/strong>, leading to conservative over-reserving or risky under-reserving.<\/p><p>As one handler candidly admitted:<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-18d2c37 elementor-widget elementor-widget-fp_quote\" data-id=\"18d2c37\" data-element_type=\"widget\" data-widget_type=\"fp_quote.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t        <div class=\"o-quote o-quote--left\">\n            <svg class=\"o-quote__icon\"\n                            >\n                                <use xlink:href=\"#quotation-mark\"><\/use>\n            <\/svg>\n            <div\n                class=\"o-quote__text f-paragraph f-paragraph o-quote__text--italic\"\n            >\n                <div >\n                    <p>\u2018It's hard to quantify D&amp;O claims. I wish we had a reserving tool\u2019.<\/p>                <\/div>\n            <\/div>\n            <div class=\"o-quote__author f-paragraph \">\n                \n                \n                <div class=\"o-quote__author-info\">\n                    <div class=\"o-quote__author-name\">\n                        <div\n                                                    >\n                            Claims handler                        <\/div>\n                    <\/div>\n                    <div\n                        class=\"o-quote__author-position\"\n                    >\n                        <div >\n                                                    <\/div>\n                    <\/div>\n                <\/div>\n            <\/div>\n        <\/div>\n        \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6c249aa elementor-widget elementor-widget-text-editor\" data-id=\"6c249aa\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>The challenge is particularly <strong>acute in specialty lines<\/strong> where:<\/p><ul><li>Each claim may be <strong>genuinely unique<\/strong> with limited precedent<\/li><li><strong>Multiple coverage layers<\/strong> and policy interpretations complicate exposure assessment<\/li><li><strong>Long-tail development patterns<\/strong> make initial reserving particularly uncertain<\/li><li><strong>Commercial pressures<\/strong> create tension between prudent reserving and capacity efficiency<\/li><\/ul><p>Without structured frameworks, individual handlers develop personal approaches. Different intuitions lead to inconsistent outcomes.<\/p><p><strong>The hidden cost:<\/strong> Over-reserving<strong> ties up capital unnecessarily<\/strong>, affecting profitability and capacity efficiency. Under-reserving creates <strong>later adverse development<\/strong> and damages credibility with capacity providers. Inconsistent reserving approaches also create <strong>Consumer Duty compliance risks<\/strong> around fair outcomes.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c814ed7 elementor-widget elementor-widget-heading\" data-id=\"c814ed7\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\"><b>5. The ecosystem handoff gap<\/b><\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0bbf97a elementor-widget elementor-widget-text-editor\" data-id=\"0bbf97a\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p><strong>The friction:<\/strong> Specialty claims inherently<strong> involve multiple parties<\/strong> &#8211; MGAs, TPAs, brokers, surveyors, legal advisors, and capacity providers &#8211; yet <strong>systems rarely support seamless coordination<\/strong>.<\/p><p>Our research revealed particular pain around these handoffs:<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-33388d4 elementor-widget elementor-widget-fp_quote\" data-id=\"33388d4\" data-element_type=\"widget\" data-widget_type=\"fp_quote.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t        <div class=\"o-quote o-quote--left\">\n            <svg class=\"o-quote__icon\"\n                            >\n                                <use xlink:href=\"#quotation-mark\"><\/use>\n            <\/svg>\n            <div\n                class=\"o-quote__text f-paragraph f-paragraph o-quote__text--italic\"\n            >\n                <div >\n                    <p>\u2018We don't even know who to contact on the follow market sometimes\u2019, explained one Head of Claims at an MGA.<\/p>                <\/div>\n            <\/div>\n            <div class=\"o-quote__author f-paragraph \">\n                \n                \n                <div class=\"o-quote__author-info\">\n                    <div class=\"o-quote__author-name\">\n                        <div\n                                                    >\n                            Head of Claims                         <\/div>\n                    <\/div>\n                    <div\n                        class=\"o-quote__author-position\"\n                    >\n                        <div >\n                                                    <\/div>\n                    <\/div>\n                <\/div>\n            <\/div>\n        <\/div>\n        \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7687849 elementor-widget elementor-widget-text-editor\" data-id=\"7687849\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>The coordination challenges include:<\/p><ul><li><strong>Unclear ownership<\/strong> when claims span multiple organisations<\/li><li><strong>Communication gaps<\/strong> when parties use different systems<\/li><li><strong>Document exchange friction<\/strong> across incompatible platforms<\/li><li><strong>Duplicated effort<\/strong> when parties lack visibility into each other&#8217;s work<\/li><li><strong>Status ambiguity<\/strong> leaving policyholders uncertain about progress<\/li><\/ul><p><strong>The hidden cost:<\/strong> Beyond operational inefficiency, <strong>poor ecosystem coordination strains professional relationships<\/strong> that are fundamental to specialty market success. Broker and capacity provider confidence depends heavily on smooth claims handling &#8211; and<strong> visible friction erodes that confidence<\/strong>.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-78f51a6 elementor-widget elementor-widget-heading\" data-id=\"78f51a6\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\"><b>6. The training trap<\/b><\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8ec6d09 elementor-widget elementor-widget-text-editor\" data-id=\"8ec6d09\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p><strong>The friction:<\/strong> Complex legacy systems with unintuitive interfaces<strong> require extensive training<\/strong>, creating both direct training costs and opportunity costs from slow onboarding.<\/p><p>Our survey found that <strong>26% of respondents identified training burden<\/strong> due to complex systems as a significant obstacle, with Third-Party Administrators reporting <strong>the highest impact at 33%<\/strong>.<\/p><p>As one handler described their system:<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5e647f5 elementor-widget elementor-widget-fp_quote\" data-id=\"5e647f5\" data-element_type=\"widget\" data-widget_type=\"fp_quote.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t        <div class=\"o-quote o-quote--left\">\n            <svg class=\"o-quote__icon\"\n                            >\n                                <use xlink:href=\"#quotation-mark\"><\/use>\n            <\/svg>\n            <div\n                class=\"o-quote__text f-paragraph f-paragraph o-quote__text--italic\"\n            >\n                <div >\n                    <p>\u2018There's too many different tabs\u2026 a lot of it isn't even filled in anymore\u2019.<\/p>                <\/div>\n            <\/div>\n            <div class=\"o-quote__author f-paragraph \">\n                \n                \n                <div class=\"o-quote__author-info\">\n                    <div class=\"o-quote__author-name\">\n                        <div\n                                                    >\n                            Claims handler                        <\/div>\n                    <\/div>\n                    <div\n                        class=\"o-quote__author-position\"\n                    >\n                        <div >\n                                                    <\/div>\n                    <\/div>\n                <\/div>\n            <\/div>\n        <\/div>\n        \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4507472 elementor-widget elementor-widget-text-editor\" data-id=\"4507472\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>The training burden manifests as:<\/p><ul><li><strong>Extended onboarding periods<\/strong> before new handlers become productive<\/li><li><strong>Ongoing refresher training<\/strong> when staff return from leave or move between roles<\/li><li><strong>Institutional knowledge dependency<\/strong> when systems lack intuitive design<\/li><li><strong>Higher staff turnover<\/strong> when frustrated handlers leave for organisations with better tools<\/li><\/ul><p><strong>The hidden cost:<\/strong> In a market where specialist <strong>expertise is increasingly scarce<\/strong>, every month of extended training represents opportunity cost. More significantly, <strong>systems that frustrate talented professionals drive them to competitors<\/strong> &#8211; and replacing that expertise costs far more than the visible training budget.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-54e42e0 elementor-widget elementor-widget-image\" data-id=\"54e42e0\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"800\" height=\"899\" src=\"https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/02\/Effective-claims-processing-911x1024.jpg\" class=\"attachment-large size-large wp-image-31800\" alt=\"Effective claims processing\" srcset=\"https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/02\/Effective-claims-processing-911x1024.jpg 911w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/02\/Effective-claims-processing-267x300.jpg 267w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/02\/Effective-claims-processing-768x863.jpg 768w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/02\/Effective-claims-processing-356x400.jpg 356w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/02\/Effective-claims-processing.jpg 960w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7d07307 elementor-widget elementor-widget-heading\" data-id=\"7d07307\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\"><b>7. The compliance evidence problem<\/b><\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b648322 elementor-widget elementor-widget-text-editor\" data-id=\"b648322\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p><strong>The friction:<\/strong> Regulatory requirements &#8211; particularly the Financial Conduct Authority&#8217;s Consumer Duty &#8211; demand robust evidence of fair outcomes, yet<strong> many systems struggle to provide comprehensive audit trails<\/strong>.<\/p><p>The challenge compounds across specialty claims because:<\/p><ul><li>Long-tail claims may face <strong>scrutiny years after initial handling<\/strong><\/li><li>Complex<strong> multi-party coordination<\/strong> requires clear accountability documentation<\/li><li><strong>Capacity provider oversight<\/strong> demands demonstrable governance<\/li><li><strong>Regulatory expectations continue evolving<\/strong> beyond legacy system capabilities<\/li><\/ul><p>Without event-driven architectures that automatically capture decision context, claims organisations face substantial manual effort reconstructing the rationale behind historical decisions.<\/p><p><strong>The hidden cost:<\/strong> Beyond regulatory compliance risk, inadequate audit capabilities undermine capacity provider confidence. In delegated authority arrangements, demonstrable governance is fundamental to maintaining and growing capacity allocations.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-45c8669 elementor-widget elementor-widget-text-editor\" data-id=\"45c8669\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Read more about insurance claims on our blog:<\/p><ul><li><a href=\"https:\/\/www.future-processing.com\/blog\/claims-process-automation\/\">A guide to claims process automation in the insurance industry<\/a><\/li><li><a href=\"https:\/\/www.future-processing.com\/blog\/how-to-improve-claims-handling\/\">How to improve claims handling and optimise management?<\/a><\/li><li><a href=\"https:\/\/www.future-processing.com\/blog\/managing-claims-inflation-innovation-predicting-the-future-of-claims\/\">Managing claims inflation: innovation &amp; predicting the future of claims<\/a><\/li><li><a href=\"https:\/\/www.future-processing.com\/blog\/managing-claims-inflation-challenges-insurance-leaders-face\/\">Managing claims inflation: challenges insurance leaders face<\/a><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5728fad elementor-widget elementor-widget-heading\" data-id=\"5728fad\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\"><b>How can a friction audit quantify and prioritise these hidden costs?<\/b><\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-87961b3 elementor-widget elementor-widget-text-editor\" data-id=\"87961b3\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>An effective claims audit process moves beyond subjective complaints about systems to quantified impact analysis that enables prioritisation.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9ca4737 elementor-widget elementor-widget-heading\" data-id=\"9ca4737\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\"><b>Step 1: Time and motion analysis<\/b><\/h4>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-08c9a62 elementor-widget elementor-widget-text-editor\" data-id=\"08c9a62\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Shadow representative claims handlers for complete days, documenting:<\/p><ul><li><strong>Time spent on each activity type<\/strong> (searching, data entry, analysis, communication)<\/li><li>System <strong>transitions and handoffs<\/strong><\/li><li><strong>Interruptions<\/strong> and context-switching<\/li><li><strong>Rework<\/strong> when initial data quality is poor<\/li><\/ul><p>This reveals which friction points consume the most handler capacity.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-025d0d2 elementor-widget elementor-widget-heading\" data-id=\"025d0d2\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\"><b>Step 2: Error and rework tracking<\/b><\/h4>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1a804e2 elementor-widget elementor-widget-text-editor\" data-id=\"1a804e2\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Analyse claims that required correction or additional work, identifying:<\/p><ul><li><strong>Data entry errors<\/strong> requiring correction<\/li><li><strong>Incomplete information<\/strong> requiring follow-up<\/li><li><strong>Miscommunications<\/strong> requiring clarification<\/li><li><strong>Missed service level commitments<\/strong> requiring recovery<\/li><\/ul><p>This quantifies quality costs associated with friction.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-bac396e elementor-widget elementor-widget-heading\" data-id=\"bac396e\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\"><b>Step 3: Stakeholder satisfaction analysis<\/b><\/h4>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d4716d9 elementor-widget elementor-widget-text-editor\" data-id=\"d4716d9\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Survey internal and external stakeholders about:<\/p><ul><li><strong>Broker satisfaction<\/strong> with communication and responsiveness<\/li><li><strong>Capacity provider confidence<\/strong> in governance and transparency<\/li><li><strong>Handler satisfaction<\/strong> with tools and processes<\/li><li><strong>Policyholder feedback<\/strong> on claims experience<\/li><\/ul><p>This captures relationship impact often invisible to operational metrics.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2ad7fc7 elementor-widget elementor-widget-heading\" data-id=\"2ad7fc7\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\"><b>Step 4: Comparative benchmarking<\/b><\/h4>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-91781a2 elementor-widget elementor-widget-text-editor\" data-id=\"91781a2\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Where possible, compare performance metrics against:<\/p><ul><li><strong>Industry benchmarks<\/strong> for similar claim types<\/li><li><strong>Internal performance<\/strong> across different teams or processes<\/li><li><strong>Historical performance<\/strong> before system or process changes<\/li><\/ul><p>This provides context for whether friction levels are acceptable or exceptional.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-211b953 elementor-widget elementor-widget-heading\" data-id=\"211b953\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\"><b>Step 5: Calculate opportunity cost<\/b><\/h4>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-10c6694 elementor-widget elementor-widget-text-editor\" data-id=\"10c6694\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Translate findings into business impact:<\/p><ul><li>Handler time consumed by friction \u00d7 cost per hour = <strong>quantified waste<\/strong><\/li><li>Error rates \u00d7 average correction cost = <strong>quality failure cost<\/strong><\/li><li>Broker satisfaction correlation with retention rates = <strong>relationship risk<\/strong><\/li><li>Training time \u00d7 new hire volume =<strong> onboarding burden<\/strong><\/li><\/ul><p>The goal isn&#8217;t spurious precision but reasonable quantification that enables investment decisions.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4dfe5ef elementor-widget elementor-widget-heading\" data-id=\"4dfe5ef\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\"><b>Why this isn't really just a technology problem<\/b><\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e6a75b7 elementor-widget elementor-widget-text-editor\" data-id=\"e6a75b7\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Here&#8217;s the insight that emerges from comprehensive claims audit work:<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4de0c5c elementor-widget elementor-widget-fp_text_box\" data-id=\"4de0c5c\" data-element_type=\"widget\" data-widget_type=\"fp_text_box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\n<div class=\"o-text-box m-gradient-light o-text-box--shadow\">\n                    <div class=\"f-paragraph o-text-box__text\"><p>most organisations don't have technology failures. They have architecture mismatches.<\/p><\/div>\n    <\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e3dec69 elementor-widget elementor-widget-text-editor\" data-id=\"e3dec69\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Core claims management systems &#8211; whether Guidewire, Sequel Claims, or legacy platforms &#8211;<strong> typically function as designed<\/strong>. They process transactions, store data, and generate reports. The problem is that <strong>specialty claims operations require capabilities<\/strong> these systems were never designed to provide:<\/p><ul><li><strong>Ecosystem connectivity:<\/strong> Core systems focus on internal workflows, whilst specialty claims require seamless coordination across organisational boundaries.<\/li><li><strong>Decision intelligence:<\/strong> Systems store data but rarely provide the context and decision support claims handlers need for complex judgement calls.<\/li><li><strong>Adaptive workflows:<\/strong> Specialty claims vary dramatically in complexity and handling requirements, yet systems often impose rigid process flows.<\/li><li><strong>Comprehensive audit trails:<\/strong> Event-driven architectures that capture full decision context weren&#8217;t priorities when many legacy systems were designed.<\/li><\/ul><p>The fundamental issue isn&#8217;t that existing systems should be replaced &#8211; it&#8217;s that <strong>they need augmentation<\/strong>.<\/p><p>This is why organisations like <a href=\"https:\/\/www.future-processing.com\/case-studies\/hiscox-floodplus\/\">Hiscox<\/a> are pursuing approaches that <strong>integrate data from multiple sources into unified views<\/strong> whilst preserving existing system investments.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7a05ecd elementor-widget elementor-widget-fp_cta\" data-id=\"7a05ecd\" data-element_type=\"widget\" data-widget_type=\"fp_cta.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"o-cta\">\n    <div class=\"o-cta__pill-container\">\n                    <img decoding=\"async\" width=\"120\" height=\"260\" src=\"https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/01\/pill-Insurence-3.jpg\" class=\"attachment-full size-full\" alt=\"\" \/>            <\/div>\n    <div class=\"o-cta__text-container\">\n                    <div class=\"o-cta__logotype\">\n                <img loading=\"lazy\" decoding=\"async\" width=\"230\" height=\"112\" src=\"https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/10\/hiscox_logo.jpg\" class=\"attachment-full size-full\" alt=\"\" \/>            <\/div>\n                                    <div class=\"f-paragraph\"><p><strong>Streamlining the claims underwriting process with an MVP integrating disparate data sources into a single system<\/strong><\/p><p>Our MVP will enhance data accessibility, improve user experience and operational efficiency for claims underwriters, enabling future AI-driven developments, including data synthesis and process automation.<\/p><\/div>\n                                    <div class=\"o-cta__buttons-container\">\n                                    <a class=\"o-button o-button--primary o-button--xs o-button--arrow o-button--icon-right\" href=\"https:\/\/www.future-processing.com\/case-studies\/hiscox-claims-management\/?utm_source=blogbanner\" target=\"_self\">\n                        <span>Read our case study<\/span>\n                        <svg class='o-icon o-icon--10 o-icon--arrow '>\n            <use xlink:href='#icon-10_arrow'><\/use>\n          <\/svg>                        <svg class='o-icon o-icon--16 o-icon--arrow '>\n            <use xlink:href='#icon-16_arrow'><\/use>\n          <\/svg>                    <\/a>\n                                                    <a class=\"o-button o-button--secondary o-button--xs o-button--arrow o-button--icon-right\" href=\"https:\/\/www.future-processing.com\/blog\/insurance-claims-audit-hidden-costs\/#contact-form\" target=\"_self\">\n                        <span>Contact us<\/span>\n                        <svg class='o-icon o-icon--10 o-icon--arrow '>\n            <use xlink:href='#icon-10_arrow'><\/use>\n          <\/svg>                        <svg class='o-icon o-icon--16 o-icon--arrow '>\n            <use xlink:href='#icon-16_arrow'><\/use>\n          <\/svg>                    <\/a>\n                            <\/div>\n            <\/div>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-af000a0 elementor-widget elementor-widget-heading\" data-id=\"af000a0\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\"><b>How should leadership use the results of an insurance claims friction audit to drive transformation?<\/b><\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-897c0d8 elementor-widget elementor-widget-text-editor\" data-id=\"897c0d8\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>The ultimate value of a claims friction audit lies not in documentation but in action. Leadership should use audit findings to drive three levels of response:<\/p><p><strong>Quick wins (0-3 months):<\/strong><\/p><p>Identify friction points addressable through process changes <strong>without system modification<\/strong> &#8211; revised approval workflows, clearer role definitions, improved communication protocols. These demonstrate commitment to improvement whilst<strong> building organisational change capacity<\/strong>.<\/p><p><strong>Medium-term improvements (3-12 months):<\/strong><\/p><p>Prioritise system enhancements or augmentation layers that <strong>address high-impact friction with reasonable investment<\/strong>. This might include integration middleware, decision support tools, or ecosystem connectivity platforms that enhance rather than replace core systems.<\/p><p><strong>Strategic architecture (12+ months):<\/strong><\/p><p>Develop <strong>long-term technology and process architecture<\/strong> aligned with specialty claims realities &#8211; recognising that excellence requires orchestrating complexity rather than eliminating it.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fc54c67 elementor-widget elementor-widget-text-editor\" data-id=\"fc54c67\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Most importantly, <strong>audit results should inform both what to change and how to measure<\/strong> improvement.<\/p><p>Define metrics that track friction reduction:<\/p><ul><li><strong>Average time <\/strong>from claim notification to initial assessment<\/li><li><strong>Handler time allocation<\/strong> (analysis vs. administration ratio)<\/li><li><strong>First-time-right rate<\/strong> for data completeness<\/li><li>Broker and capacity provider <strong>satisfaction trends<\/strong><\/li><li><strong>Training time<\/strong> required for new handler productivity<\/li><\/ul><p>The <strong>77% of MGAs recognising that claims processes need fundamental improvement<\/strong> represent both competitive threat and opportunity. Those who systematically audit, quantify, and address operational friction will gain decisive advantages in handler productivity, broker relationships, and capacity provider confidence.<\/p><p>The question isn&#8217;t whether friction exists in your claims operations &#8211;<strong> our research suggests it&#8217;s universal<\/strong>. The question is whether you&#8217;re measuring it, quantifying its cost, and systematically addressing it.<\/p><p>That&#8217;s what an <strong>effective insurance claims audit delivers<\/strong>: not just compliance assurance, but a roadmap for transforming operational efficiency whilst preserving the expert judgment that creates value in specialty claims.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-040c3d4 elementor-widget elementor-widget-fp_cta\" data-id=\"040c3d4\" data-element_type=\"widget\" data-widget_type=\"fp_cta.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"o-cta\">\n    <div class=\"o-cta__pill-container\">\n                    <img decoding=\"async\" width=\"120\" height=\"260\" src=\"https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/01\/pill-Insurence-3.jpg\" class=\"attachment-full size-full\" alt=\"\" \/>            <\/div>\n    <div class=\"o-cta__text-container\">\n                                    <div class=\"f-paragraph\"><p><strong>Revolutionise your claims operations with futureClaims\u2122<\/strong><\/p><p>futureClaims\u2122 is an advanced platform designed to meet the demanding requirements of complex commercial and specialty claims, including the London Market.<\/p><\/div>\n                                    <div class=\"o-cta__buttons-container\">\n                                    <a class=\"o-button o-button--primary o-button--xs o-button--arrow o-button--icon-right\" href=\"https:\/\/www.future-processing.com\/insurance-industry\/?utm_source=blogbanner\" target=\"_self\">\n                        <span>Learn more<\/span>\n                        <svg class='o-icon o-icon--10 o-icon--arrow '>\n            <use xlink:href='#icon-10_arrow'><\/use>\n          <\/svg>                        <svg class='o-icon o-icon--16 o-icon--arrow '>\n            <use xlink:href='#icon-16_arrow'><\/use>\n          <\/svg>                    <\/a>\n   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data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-8b67449 toc-ignore elementor-widget elementor-widget-fp_sidebar\" data-id=\"8b67449\" data-element_type=\"widget\" data-widget_type=\"fp_sidebar.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t        <div class=\"o-sidebar\">\n                            \n    <div class=\"o-sidebar__related-articles\">\n                    <h3 class=\"o-sidebar__title f-headline-semi-large\">Related articles<\/h3>\n                            <div class=\"o-sidebar__items\">\n                                    <div class=\"o-sidebar__item\">\n                                                    <div class=\"o-sidebar__item-photo\">\n                                <img loading=\"lazy\" decoding=\"async\" width=\"1290\" height=\"400\" src=\"https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/02\/Claims-handling.jpg\" class=\"attachment-full size-full\" alt=\"\" srcset=\"https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/02\/Claims-handling.jpg 1290w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/02\/Claims-handling-300x93.jpg 300w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/02\/Claims-handling-1024x318.jpg 1024w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/02\/Claims-handling-768x238.jpg 768w\" sizes=\"(max-width: 1290px) 100vw, 1290px\" \/>                            <\/div>\n                                                <div class=\"o-sidebar__item-text\">\n                                                            <div class=\"f-paragraph\">How to improve claims handling and optimise management?<\/div>\n                            \n                                                            <a href=\"https:\/\/www.future-processing.com\/blog\/how-to-improve-claims-handling\/\" class=\"o-button o-button--tertiary o-button--xs o-button--icon-right o-button--arrow\" data-elementname=\"sidebar\" data-elementtype=\"Read more\">\n                                    Read more                                    <svg class='o-icon o-icon--10 o-icon--arrow '>\n            <use xlink:href='#icon-10_arrow'><\/use>\n          <\/svg>                                    <svg class='o-icon o-icon--16 o-icon--arrow '>\n            <use xlink:href='#icon-16_arrow'><\/use>\n          <\/svg>                                <\/a>\n                                                    <\/div>\n                    <\/div>\n                                    <div class=\"o-sidebar__item\">\n                                                    <div class=\"o-sidebar__item-photo\">\n                                <img loading=\"lazy\" decoding=\"async\" width=\"2560\" height=\"794\" src=\"https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/02\/claims-process-automation-scaled.jpg\" class=\"attachment-full size-full\" alt=\"\" srcset=\"https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/02\/claims-process-automation-scaled.jpg 2560w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/02\/claims-process-automation-300x93.jpg 300w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/02\/claims-process-automation-1024x318.jpg 1024w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/02\/claims-process-automation-768x238.jpg 768w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/02\/claims-process-automation-1536x476.jpg 1536w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/02\/claims-process-automation-2048x635.jpg 2048w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/02\/claims-process-automation-1290x400.jpg 1290w\" sizes=\"(max-width: 2560px) 100vw, 2560px\" \/>                            <\/div>\n                                                <div class=\"o-sidebar__item-text\">\n                                                            <div class=\"f-paragraph\">A guide to claims process automation in the insurance industry<\/div>\n                            \n                                                            <a href=\"https:\/\/www.future-processing.com\/blog\/claims-process-automation\/\" class=\"o-button o-button--tertiary o-button--xs o-button--icon-right o-button--arrow\" data-elementname=\"sidebar\" data-elementtype=\"Read more\">\n                                    Read more                                    <svg class='o-icon o-icon--10 o-icon--arrow '>\n            <use xlink:href='#icon-10_arrow'><\/use>\n          <\/svg>                                    <svg class='o-icon o-icon--16 o-icon--arrow '>\n            <use xlink:href='#icon-16_arrow'><\/use>\n          <\/svg>                                <\/a>\n                                                    <\/div>\n                    <\/div>\n                            <\/div>\n            <\/div>\n            \n                            <div class=\"o-sidebar__value\">\n                                            <h3 class=\"o-sidebar__title f-headline-semi-large\">Value we delivered<\/h3>\n                                                                                            <div class=\"o-sidebar__value-item\">\n                                                                    <div class=\"o-sidebar__number\">\n                                        <span class=\"o-sidebar__number-content\">\n                                                                                        <div class=\"f-grid-number\">\u00a31M to \u00a35M<\/div>\n                                                                                    <\/span>\n                                                                            <\/div>\n                                                                                                    <div class=\"o-sidebar__text f-paragraph\"><p>revenue increase for one of the products, accelerated go-to-market goals, and improved insurance trading efficiency<\/p><\/div>\n                                                                                                    <div class=\"o-sidebar__link\">\n                                        <a href=\"https:\/\/www.future-processing.com\/case-studies\/hiscox-floodplus\/\" class=\"o-button o-button--tertiary o-button--s o-button--icon-right o-button--arrow\" data-elementname=\"sidebar\" data-elementtype=\"Read the case study\">\n                                            Read the case study                                            <svg class='o-icon o-icon--16 o-icon--arrow '>\n            <use xlink:href='#icon-16_arrow'><\/use>\n          <\/svg>                                        <\/a>\n                                    <\/div>\n                                                            <\/div>\n                                                            <\/div>\n                    <\/div>\n        \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-6b6a57df e-con-full e-flex e-con e-parent\" data-id=\"6b6a57df\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-2902c375 toc-ignore elementor-widget elementor-widget-fp_post_authors\" data-id=\"2902c375\" data-element_type=\"widget\" data-widget_type=\"fp_post_authors.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\n<div\n    class=\"s-post-authors  o-margin__bottom--standard o-margin__top--standard  m-gradient-light s-post-authors--single\"\n    >\n            <img loading=\"lazy\" decoding=\"async\" width=\"1278\" height=\"871\" src=\"https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/10\/authors_bg.png\" class=\"s-post-authors__background-image\" alt=\"\" srcset=\"https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/10\/authors_bg.png 1278w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/10\/authors_bg-300x204.png 300w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/10\/authors_bg-1024x698.png 1024w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/10\/authors_bg-768x523.png 768w\" sizes=\"(max-width: 1278px) 100vw, 1278px\" \/>        <div class=\"o-container\">\n                                    <div class=\"row\">\n                        <h2 class=\"f-headline-semi-large f-line s-post-authors__header col-small-24 col-big-15 off-big-9 col-laptop-12 off-laptop-6 col-fullhd-11 off-fullhd-7\">\n                <p><strong>About the author:<\/strong><\/p>            <\/h2>\n                            <\/div>\n                            <div class=\"s-post-authors__list row\">\n                                            <div class=\"s-post-authors__author col-small-24 col-medium-15 off-big-9 col-laptop-12 off-laptop-6 col-fullhd-11 off-fullhd-7\">\n                    <div class=\"o-pill o-pill--circle o-pill--brand\"><\/div>\n                    \n<div class=\"o-person-linkedin o-pill o-pill--image  o-person-linkedin--no-shadow o-person-linkedin--has-link\">\n            <img decoding=\"async\" width=\"240\" height=\"480\" src=\"https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/10\/alukaszczyk_blog_240_480-1.jpg\" class=\"attachment-full size-full\" alt=\"\" srcset=\"https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/10\/alukaszczyk_blog_240_480-1.jpg 240w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/10\/alukaszczyk_blog_240_480-1-150x300.jpg 150w\" sizes=\"(max-width: 240px) 100vw, 240px\" \/>                <a class=\"o-person-linkedin__linkedin\" href=\"https:\/\/www.linkedin.com\/in\/lukanna\/\" target=\"_blank\" aria-label=\"LinkedIn\" data-elementclick=\"person-linkedin-url\" rel=\"noopener\">\n            <svg class='o-icon o-icon--16 o-icon--linkedin '>\n            <use xlink:href='#icon-16_linkedin'><\/use>\n          <\/svg>        <\/a>\n    <\/div>\n                    <div class=\"s-post-authors__background\">\n                        <div class=\"s-post-authors__text\">\n                            <h3 class=\"f-line\">\n                                <span class=\"f-headline-semi-large\"><b>Anna \u0141ukaszczyk<\/b><\/span>\n                                                                    <p class=\"s-post-authors__position f-paragraph\">\n                                        Strategic Initiatives Lead - Insurance                                    <\/p>\n                                                            <\/h3>\n                                                            <div class=\"s-post-authors__description f-paragraph\">\n                                    <p>With over a decade of experience in IT and business management, I combine delivery, consulting, and leadership expertise. At Future Processing, I manage the Insurance Practice &#8211; shaping its strategy, overseeing projects, and building strong client relationships in the UK insurance market. Previously, I led cross-functional IT teams as Project &amp; Delivery Manager and Scrum Master, driving large-scale digital transformation initiatives across finance, automotive, and transport sectors. My background in operational excellence and client management enables me to align business goals with technology delivery for measurable impact.<\/p>\n                                <\/div>\n                                                    <\/div>\n                        <div class=\"s-post-authors__buttons\">\n                            <a href=\"https:\/\/www.future-processing.com\/blog\/author\/alukaszczyk\/\" class=\"o-button o-button--xs o-button--tertiary o-button-arrow o-button--icon-right\">\n                                View more posts by&nbsp;Anna                                <svg class='o-icon o-icon--10 o-icon--arrow '>\n            <use xlink:href='#icon-10_arrow'><\/use>\n          <\/svg>                                <svg class='o-icon o-icon--16 o-icon--arrow '>\n            <use xlink:href='#icon-16_arrow'><\/use>\n          <\/svg>                            <\/a>\n                        <\/div>\n                    <\/div>\n                <\/div>\n     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src=\"https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/09\/contact_form_photo.png\" class=\"attachment-full size-full\" alt=\"\" srcset=\"https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/09\/contact_form_photo.png 720w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/09\/contact_form_photo-300x218.png 300w\" sizes=\"(max-width: 720px) 100vw, 720px\" \/>                            <\/div>\n                                                                    <\/div>\n                <\/div>\n            <\/div>\n            <div class=\"s-contact-form__form col-small-24 off-big-1 col-big-15 off-qhd-2 col-qhd-13\">\n                <div class=\"o-contact-form o-contact-form__checkbox-list s-contact-form--hide-when-sent  o-contact-form__button--bottom-right o-contact-form__checkbox-list--horizontal\">\n                    \n<script charset=\"utf-8\" type=\"text\/javascript\" 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class=\"elementor-widget-container\">\n\t\t\t\t\t        <div class=\"o-progress-bar js-progress-bar\"><\/div>\n        \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Our survey of 250 senior claims professionals across Managing General Agents, Third-Party Administrators, brokers, and carriers revealed that whilst organisations meticulously audit individual claim decisions, few systematically audit the friction that makes every claim more expensive to handle than it should be.<\/p>\n","protected":false},"author":268,"featured_media":35130,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[998],"tags":[],"coauthors":[2164],"class_list":["post-34099","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-it-business-news"],"acf":{"reading-time":0,"show-toc-sublists":false,"image":"","logo":"","button1":{"button1_type":"none","button":""},"button2":{"button2_type":"none","button":""},"person":{"person_photo":"","person_name":"","person_position":""}},"_links":{"self":[{"href":"https:\/\/www.future-processing.com\/blog\/wp-json\/wp\/v2\/posts\/34099","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.future-processing.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.future-processing.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.future-processing.com\/blog\/wp-json\/wp\/v2\/users\/268"}],"replies":[{"embeddable":true,"href":"https:\/\/www.future-processing.com\/blog\/wp-json\/wp\/v2\/comments?post=34099"}],"version-history":[{"count":37,"href":"https:\/\/www.future-processing.com\/blog\/wp-json\/wp\/v2\/posts\/34099\/revisions"}],"predecessor-version":[{"id":35330,"href":"https:\/\/www.future-processing.com\/blog\/wp-json\/wp\/v2\/posts\/34099\/revisions\/35330"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.future-processing.com\/blog\/wp-json\/wp\/v2\/media\/35130"}],"wp:attachment":[{"href":"https:\/\/www.future-processing.com\/blog\/wp-json\/wp\/v2\/media?parent=34099"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.future-processing.com\/blog\/wp-json\/wp\/v2\/categories?post=34099"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.future-processing.com\/blog\/wp-json\/wp\/v2\/tags?post=34099"},{"taxonomy":"author","embeddable":true,"href":"https:\/\/www.future-processing.com\/blog\/wp-json\/wp\/v2\/coauthors?post=34099"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}