5 Technology Trends Reshaping Claims Management
What CTOs and Operations Managers Should Prepare for Now
Insurers across Australia, New Zealand and APAC are navigating growing complexity, more data and rising expectations from regulators and customers alike.
In this environment, technology isn’t just a support system. It’s a strategic enabler.
To stay competitive and deliver better outcomes, claims teams need systems that remove friction, build clarity and evolve with the industry. Here are five trends shaping that shift and what CTOs and operations leaders should be doing now to stay ahead.
1. Integration-First Architecture Will Be Non-Negotiable
Why it matters:
Legacy systems slow down operational agility. In 2025, insurers and assessors will increasingly prioritise technology that integrates seamlessly with their existing systems, without the need for expensive overhauls and where migrations, updates and maintenance are both smooth and less expensive ongoing.
What to expect:
Insurers will demand modular, API-ready claims solutions that fit into current workflows rather than forcing new ones. Integration will be essential for reducing friction across the claims journey, from first notice of loss to final payment.
What to do:
CTOs should prioritise solutions that are integration-ready out of the box, with strong documentation, reliable implementation support and a track record of insurer-grade performance. Picking a provider that also allows you to leverage the insurers’ competitive advantage is also key, so picking an off the shelf product that isn’t set and inflexible to your business and customers needs is important.
2. Workflow Automation Will Scale Beyond Claims Processing
Why it matters:
Automation is no longer just about speeding up claims. It is about optimising operational resources as well as improving accuracy, scaling solutions across the entire claimset with consistency. Both quality, speed and cost reduction is the focus. Where Automation blends with Proven AI techniques, scale and repeatability will exist.
What to expect:
Automation will extend across the entire claims lifecycle. Insurers are automating compliance checks, quote reviews, communication routing, and data science models and algorithms are a part of every system. These advances will reduce manual touchpoints while preserving transparency.
What to do:
Invest in claims solutions that enable automation of high-volume, high-cost steps in the process. Look especially for functionality that reduces delays and improves team capacity and creates simplicity.
3. Collaboration Will Define High-Performing Claims Management
Why it matters:
Effective claims management depends on timely, clear communication between insurers, assessors and repairers. Traditional communication methods such as email chains and phone calls are too slow and disjointed to meet the expectations of modern claims operations. Digital No Touch claims are where everyone is focusing.
What to expect:
Insurers are adopting digitally-integrated tools that enable structured workflow, collaboration, real-time visibility, task tracking and information sharing across all parties involved in a claim. This shift improves the time required to resolve customer claims and keeps everyone happy with a less clunky process that retains digital tasks across the entire claims journey. Customer experience is boosted on all levels.
What to do:
Prioritise solutions that enable centralised, secure communication and real-time updates between teams. Near time isn’t good enough for every part of the claim. Prioritise where real-time updates to data and processes are required. By reducing reliance on manual follow-ups and disconnected systems, claims teams can stay aligned and focus on better outcomes.
4. Embedded Compliance
Why it matters:
We’re all aware of the latest changes to CPS-230 and the mounting needs to achieve Net Zero Emissions targets, these are just a few of the main Regulatory pressures that insurers and the industry must take action on. Manual compliance processes leave insurers exposed to financial and reputational risk.
What to expect:
Auditors will look for systems that embed compliance into the day-to-day, not just evidence of it after the fact. Expect more scrutiny on data handling, documentation and privacy protocols and do not assume that auditing a small percentage of claims will mean that the rest will be compliant.
What to do:
Choose systems that have successfully completed an unqualified SOC 2 Type II audit and include embedded compliance features such as audit trails, secure data sharing and permissions-based access. These capabilities reduce manual oversight and leave little to no risk on the table.
5. Data Quality Will Become More of a Broader Strategic Advantage
Why it matters:
In insurance, every decision affects cost, time and customer experience and poor data leads to poor decisions. Insurers have typically only used the data that their team is the closest to e.g. sales or claims, but this misses the opportunity to look at data as an asset that relates to the overall customer journey.
What to expect:
We are seeing a growing push for clean, standardised and structured data that exists across their customers’ total insurance experience, not just when the customer needs the insurer the most, at the time of a claim, but where data flows and customer experience is built from quote, policy and marketing data across to claims. Many insurers are organised in siloes - but those who will come out winning will align their data sharing capabilities where it solves the customer’s need at the right time and in such a way that all customer touchpoints are part of the solution.
Better data means better decision-making across the entire lifecycle.
What to do:
Prioritise InsurTech solutions that:
a. Collect standardised data early,
b. Integrate seamlessly with your analytics or core systems
c. Reduce manual re-entry and are future-proofed
d. View the customers’ through their eyes and experience needs
These five trends, seamless integration, automation, real-time collaboration, embedded compliance and user-led innovation are no longer optional. They are the foundation for delivering faster claims, lower risk and stronger insurer relationships in 2025 and beyond.
For CTOs and operations leaders, now is the time to assess where your existing systems are falling short and explore claims, workflow and data solutions that are designed to move with you, not hold you back.
Want to learn how EstImage is helping insurers adapt to these trends?
Get in touch at hello@estimage.com