Claims handlers are calling for automation to help fix the most frustrating parts of their jobs but they also harbour anxiety about its impact on control of the claims process and their roles, according to a survey by software provider RDT.

Almost three-quarters (74%) of claims handlers believe that automation will enable them to concentrate more on complex decision-making and customer service and two-thirds (66%) said that data entry and documentation are the areas that would benefit most from automation. These are also among the most time-consuming and repetitive tasks in the process.

But while handlers are ready to see those tasks offloaded, 44% expressed concern about over-reliance on technology, and 40% said they feared losing control over key decisions. Additionally, 32% worried about job security, and 39% were concerned automation would strip the customer interaction of its human touch.

Joe O’Connor, deputy CEO of RDT, said: “Successful automation will empower claims handlers, not replace them. If we can take the tedious, repetitive tasks work away from claims handlers it will reduce delays and admin overload. This leaves claims professionals to spend more time on what really matters, like supporting customers through complex claims and exercising judgment where it’s needed. Essentially, enabling them to apply their expertise and empathy which is the bedrock of good claims service.”