Claims Journal: Cognizant’s Vice President of Insurance Talks About the Benefits of Google Glass for the Insurance Industry

“The insurance industry could benefit quite a bit from the introduction of Google Glass into its processes,” says Michael Clifton. “Glass’s miniature footprint, ease of use and mobility can drive innovation in many of the business processes that support claims, risk engineering and customer sales interactions.” Excerpts:

“We see the claims function having the largest impact related to Glass’s ability to shape new digital business processes. The process disruption for the role of the property adjuster as an example would see a single device versus the many deployed today. The ability to free up one’s hands to inspect and share live video with colleagues and experts allows for immediate impact analysis of the loss, whereas today, the review is done days or weeks later.

Another area where we see Glass impacting claims is in the ability to interact with wearable technologies seamlessly giving instantaneous feedback of the range of motion, proper exercise positioning, and real-time exercise statistics to workers’ compensation and long-term care claims clients. Glass’s ability to provide that data while interacting with the clients will have a profound impact on returning to work and reducing claims related costs.

The industry has already embraced mobile technology to submit a claim, but Glass allows for a much richer experience. The submission to support an oral account of the accident, supporting video of the scene, and a high definition video of the impact could help speed the processing and the settlement. The wave of the future could include a live claims advisor helping to capture the right information in real time.

The benefits of Glass will help shape new regulation and carriers will be the catalyst for the right changes. The key to succeeding with Glass is to redesign your processes to take advantage of the abilities and not to just implement another mobile technology. The digital impact and operational savings are in using the rich features, and the combination of many to one wearable device is challenging to installed systems and current capture methods.”

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