In this episode of Insurance Unplugged, Lisa Wardlaw interviews Sean Burgess, the Chief Claims Officer at Lemonade. They discuss the transformation of claims in the insurance industry and the importance of going beyond the transaction to provide a concierge experience for customers. Sean shares examples from Lemonade, such as providing licensed contractors and advocates to assist with claims, and highlights the need for speed, ease, and empathy in the claims process. They also discuss the importance of removing periods of uncertainty and extending support to customers beyond the claim settlement. Additionally, they touch on the transformation of claims in the life insurance space, where companies are focusing on providing grief counseling and estate settlement plans. The conversation explores the importance of combining digital tools with a human touch in the insurance industry. It emphasizes the need for good digital companies to know when to pick up the phone and provide personalized service to customers. The conversation also highlights the low customer retention rate in the life insurance space and the lack of concierge-level service in the claims process. The use of AI and technology, along with a focus on behavioral psychology, is seen as a way to improve the claims experience and create a halo effect around the company. The call to action is to embrace AI and technology for internal efficiency, avoid reverting back to old practices, and focus on providing a comprehensive claims experience that goes beyond the transaction.

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