No time to read? Snack on these:
- Claims processing delays and inconsistent customer service are costing insurers valuable time and customer loyalty.
- Dynamics 365 Customer Service combines AI-powered automation with omnichannel capabilities to transform claims handling.
- Virtual agents and self-service portals give customers 24/7 access to claims status updates and basic support.
- Power Automate streamlines routine claims tasks while ensuring compliance and accurate documentation.
- Real-time analytics help identify bottlenecks and optimize the claims journey for both customers and agents.
The insurance industry is dealing with multiple risks simultaneously. Inflation, changes to the macroeconomic environment, regulatory shifts are affecting performance and costs on one hand, while delays in claims processing and inconsistent customer experiences are impacting on customer satisfaction and retention on the other. Traditional claims handling processes aren’t keeping up with growing pressure to process claims quickly while maintaining accuracy and compliance.
The reason is that legacy systems aren’t designed for modern demand. Claims handling often involves multiple manual touchpoints which leads to delays, inconstant customer experiences, and potential errors. Modernizing claims processing and building consistent customer service is becoming a competitive differentiator in an industry that’s facing ongoing upheaval in 2025.
Modernizing infrastructure: streamlining insurance
Insurers need a solution that helps them to transform their claims processing while giving them tools they can use to enhance their services and product portfolios. Microsoft Dynamics 365 Customer Service integrated with Power Automate provides companies with an smart way of transforming claims processing within a unified platform that combines intelligent automation with personalized service capabilities.
Microsoft’s technology stack offers verticals like insurance a variety of routes to optimization without adding to the learning burden. A low barrier to entry combined with accessible systems and services makes the platform easy to integrate and manage. From a change management perspective, Microsoft’s systems are well-known and work coherently across multiple touchpoints. From an optimization perspective, the technology brings some impressive benefits:
- Automating the claims journey. AI-powered virtual agents handle initial claims submissions and automatically capture and validate required documents while ensuring compliance requirements are met. Claims are automatically assigned to the most qualified agents based on complexity, expertise and current workload while Power Automate handles routine documentation tasks such as correspondence and reducing manual data entry.
- Real-time visibility and control. Providing a 360-degree view of each claim allows both customers and agents to track their progress in real time. Customers can access self-service portals for basic updates and documentation submission while agents gain a complete view of the customer’s history and claim current status. With advanced analytics capabilities, the platform helps identify bottlenecks in the claims process and allows managers to optimize workflows and resource allocation proactively. This data-driven approach ensures that companies can engage in continuous improvements across processing times and customer satisfaction.
- Improved customer experiences. Omnichannel support allows customers to engage through their preferred communication channels while proactive status updates and notifications keep them informed throughout the claims journey. Self-service options for routine enquiries and documentation submission also make life easier for customers and insurers alike.
Turning the dial on efficiency
There are a number of benefits to implementing Microsoft Dynamics 365 within the insurance business. Reduced processing times, automated workflows, improved accuracy and compliance, and increased agent productivity are just some of the benefits felt by companies wanting to move away from legacy systems that hamper collaboration and automation.
The key is to find a partner, like Mint, who can help you combine the power of automation with intelligent customer service capabilities to transform your claims processing. Mint has worked with organizations all over the world to modernize their systems within clearly defined budgets and in line with strategy. The goal is to create a solution that delivers relevance and resilience and that can evolve with your business.
