Personal Lines Claims: Building to the Next Wave of Investment


Mike Warner  
Conning, Inc.

Conning Research: Next Wave of Investment in Claims Technology and Process Improvement Coming to Personal Lines Insurance

--Insurers to move from infrastructure to ‘extrastructure’ development

(Hartford, CT) July 26, 2011—Significant process and technological improvements to the personal lines insurance claims function have been made over the past 15 years,  but even more profound changes are likely in the next wave of investment over the next decade, according to a new study by Conning Research & Consulting.

“Insurers have driven significant change in the claims function and process since the mid-1990s in search of efficiency, effectiveness and improved service to the policyholder,” said Alan Dobbins, analyst at Conning Research & Consulting. “What is less clear in our analysis of available data is whether insurers have gained the expected financial benefit in terms of reduced expenses.  The world has changed, in terms of customer expectations, and insurers have responded, perhaps just to stay in the game.”

The Conning Research study, “Personal Lines Claims: Building to the Next Wave of Investment” reviews the claims function as of the mid-1990s, presents the dramatic changes in claims leading up to today and measures the impact of those changes. Further, the study looks at those problems that still need to be addressed, and the technologies that will support insurers as they build on the changes to date.

“Our analysis of the impact of changes to date is mixed,” said Stephan Christiansen, director of research at Conning. “Perhaps more important at this juncture is to look forward to what is now in reach as a result of their infrastructure work to date. Over the next few years insurers will look to their ‘extrastructure,’ building more effective connections to the field, to business partners, and to their customers.”

“Personal Lines Claims: Building to the Next Wave of Investment” is available for purchase from Conning Research & Consulting by calling (888) 707-1177 or by visiting the company’s web site at

About Conning Research & Consulting

Conning Research & Consulting is a division of Conning, a provider of asset management and insurance industry research and consulting services to insurers.  Conning Research & Consulting has published independent insurance industry research for 50 years, including market coverage of 30 segments of the industry in addition to industry forecasting and identification and analysis of major strategic issues. As a result of its wealth of experience and intimate knowledge of the insurance industry, Conning understands industry challenges and opportunities and provides in-depth analyses on a wide range of industry products and issues. Conning is headquartered in Hartford, CT.