The impact of claims management automation on enhancing the efficiency of insurance operations

An applied study at the National Insurance Company

Abstract

This research aimed to study the impact of claims management automation on enhancing the efficiency of insurance operations, focusing on the National Insurance Company as a case study. The research's significance stems from the increasing role of digital transformation in improving institutional performance and the quality of insurance services, particularly in light of growing competition in the insurance market. The research employed a descriptive-analytical approach and an applied methodology. Data was collected through a questionnaire administered to company employees working in the claims and supporting technology departments, in addition to utilizing secondary data from company reports and the Iraqi Insurance Bureau. The hypotheses were tested using appropriate statistical methods (correlation and regression) with the SPSS v.26 and AMOS v.26 statistical software programs to measure the relationship and impact between the dimensions of claims management automation (processing speed, information accuracy, cost reduction, digital integration, security, and transparency) and the efficiency of insurance operations (operational effectiveness, customer satisfaction, service quality, speed of completion, and dispute reduction). The expected results indicate that implementing automation in claims management significantly contributes to improving the efficiency of insurance operations by enhancing processing speed, increasing procedural accuracy, and reducing operational costs. The research recommends expanding the use of automation technologies and integrating them with other digital systems to ensure improved service quality and customer satisfaction.