Mobile Claims Management : Smartphone Apps in Motor Insurance

As of April 2010, several Swiss motor insurers offer mobile apps that enable customers to submit a loss report. This article discusses the emergence of mobile apps in the insurance industry and the impact of mobile technology on claims management in motor insurance. We also present a demonstrator that goes beyond existing solutions by integrating a mobile app with a commercial claims management enterprise system. The technical aspects are complemented by results from expert interviews on mobile claims management, which cover technology and market trends, distribution channels for mobile apps, mobile strategy, business processes in mobile claims management, and the marketing potential of mobile apps.