Technology is the tool, people are the foundation

Over the course of the coronavirus pandemic, technology has played a key role in helping insurers manage business insurance claims and serve customers safely from afar. But the focus on technology leaves out an important aspect of the story. In a recent interview, Steve Deane, Liberty Mutual’s chief claims officer of the North American commercial and specialty insurance division, got to the heart of successful technology implementation: people. After all, he says, “technology is only as good as the people who are responsible for using it.”

In this article, we’ll explore how focusing on people first allows businesses to integrate technology in a way that aligns with their mission – and we’ll look at how Liberty Mutual’s claim management system was built with that in mind.

Many companies have implemented new technologies to keep business going and serve both employees and customers during the COVID era. But, according to Deane, these investments in improved user interface are most effective when they are grounded in helping people. When businesses start with people, they can make smarter, more impactful decisions around technology implementation that maintain brand integrity and support overall user experience.

One example is Liberty Mutual’s new injured worker portal, a system that makes the claims process simpler and more transparent for businesses and their employees. Though the technology aspect is “critical” to making the system work – especially during a pandemic – it is second to the insurer’s mission to “[put] the injured employee’s well-being first and [identify] ways to reduce stress and anxiety that often comes with a work-related injury, so the worker can focus on recovery.”

 “That mindset — of putting people at ease and focusing on recovery — is enabled by the technology of the portal,” says Deane. “Rather than using highly technical language – essentially claims jargon — in our written and verbal communications, we’re striving to help explain the process in ways that people who aren’t workers comp experts can understand.”

By focusing on its people-first mission when implementing this new portal, Liberty Mutual was able to address common customer pain points and improve overall user experience. People were at the root of this decision; technology was just the right tool for the job.

Helping companies assess property damage during the COVID-19 pandemic is another way that Liberty Mutual is using technology to ensure customers feel connected and supported. Deane explains, “…we introduced a virtual method of assessing property damage where customers can send images to our claims specialists and that speeds our claim estimating and adjustment.” This new method is safer for agents and customers, but it also maintains a people-first culture by ensuring that a live claims specialist stays involved. Rather than replacing personal interactions with a digital interface, Liberty Mutual’s new system makes it easier and safer for agents and customers to connect.

Now more than ever, human contact is the glue that connects us – and technology, while a vital tool, cannot replace that. As Deane puts it, “at a time when there’s so much chaos in the world around us, feeling part of something bigger is more important … than ever.”

Liberty Mutual is committed to a providing an exceptional customer experience. Learn more about our claims management process and resources.