In a conversation with ANZIIF, our Wilbur CTO, James Pepplinkhouse, shed light on how Claims Concierge revolutionizes the claims process for insurers and customers alike.

As highlighted by James Pepplinkhouse, Concierge services provide policyholders with direct access to assistance, enabling them to navigate feedback and inquiries promptly. Gone are the days of frustrating wait times and cumbersome paperwork. Claims Concierge places the claims process on a platter, offering unparalleled convenience and efficiency.

James emphasizes, “Customers can access the concierge service to get assistance to process feedback or inquiries straight away. It takes away the wait time around communication and paperwork.” This instant support not only enhances customer satisfaction but also optimizes the overall claims experience, fostering trust and loyalty.

Here are three key takeaways from the interview:

1. Enhanced customer experience:

Insurers are embracing claims concierge services to elevate customer experiences. By offering better, faster, and more customized services, insurers are setting new standards for excellence in claims management. With Claims Concierge, policyholders receive personalized assistance tailored to their needs, enhancing satisfaction and loyalty.

2. Versatile management options:

A claims concierge service can be managed through various channels, including human interaction, web applications, robots, or a blend of these technologies. This versatility allows insurers to adapt their approach based on customer preferences, operational efficiency, and evolving industry trends. Whether through human touchpoints or automated systems, the Claims Concierge ensures seamless support throughout the claims process.

3. Harnessing artificial intelligence:

The integration of artificial intelligence (AI) holds immense potential for advancing the claims concierge model. AI-driven technologies enable insurers to handle more cases efficiently while maintaining accuracy and precision. By leveraging AI algorithms and machine learning capabilities, insurers can unlock new operational efficiency and responsiveness levels, further enhancing the claims experience for policyholders.

We encourage you to delve deeper into the full article on the ANZIIF website to gain comprehensive insights into how claims concierge services reshape the claims management landscape. Discover firsthand how our innovative approach revolutionises how insurers interact with customers and streamline operational processes.


Claims Concierge Services in Insurance Industry-Wilbur

ANZIIF Journal, volume 46_issue 4

Stay tuned for more updates and developments as we remain committed to pushing the boundaries of excellence in insurance technology.

Wilbur – Empowering seamless claims management.



Jessica Hunter

0429 191 108

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