Fifty nine per cent of UK adults who’ve made an insurance claim think that the process is too complicated. That’s according to research findings released by Kofax, a provider of information capture solutions.

A YouGov survey commissioned by Kofax questioned over 2,000 consumers on their attitudes towards the way in which insurance companies manage claims processes. The research also found that a third of respondents who have made an insurance claim haven’t switched providers in the past solely because they felt the claims process with a provider was too complicated, but they would do in the future.

Further questions on how mobile technology could play a part in speeding up the claims process revealed that 77 per cent of respondents who have owned a phone with photo taking capabilities haven’t ever used it to take photographic evidence at an accident or break in but would do if the situation occurred. Seventy two per cent said that if they had access to one, they would use a mobile app to take photographic evidence if it sped up the resolution of an insurance claim.

Martyn Christian, Kofax CMO, comments: “In a world where everything is becoming quicker and more easily accessible, customers are demanding the same from their service providers. The survey results show that many Britons are becoming frustrated with the insurance claim process, which should be a warning for insurers to modernise or risk losing their customers. Mobile technology can play such an important role in revitalising the entire claims process, not only because photographic evidence can strengthen a claim, but also because that evidence can be captured at the point of origination and sent instantly to the insurer.”

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