On the same wavelength?

The insurance industry has been transformed through the use of technology; it can now provide instant quotes and cover over the phone and internet. The claims process is also increasingly automated. Ease of use and efficiency has benefited customers and insurers but how does this impact on the human element of the process? In maximising the ability to improve service and efficiency, it is important not to lose sight of the value of skilled decision making. The use of voice risk analysis (VRA) technology to support staff decision making was pioneered by UK insurance firms, saving millions...