Second Horizons Solutions’ Eric Brandt on Balancing Technology and Human Touch

In this episode of The Insurance Experience, Amrish speaks with Eric Brandt, President of Second Horizon Solutions. Eric shares his journey from claims representative to consulting leader, highlighting the importance of empathy in the claims process. He discusses how understanding customer needs can significantly enhance the claims experience and foster trust. 

Additionally, Eric explores the evolving role of technology in insurance, emphasizing the balance between human interaction and digital solutions. He also addresses the critical importance of data integrity in driving operational efficiency. 

Topics discussed:

• The transformative role of empathy in the insurance claims process and how it enhances customer satisfaction and trust in the industry.
• Balancing technology and human interaction in claims handling to create a seamless and effective customer experience.
• The evolution of claims organizations from analog to digital, highlighting the impact of technology on operational efficiency and customer service.
• The importance of data integrity and stewardship in insurance, ensuring accurate information for better decision-making and improved outcomes for customers.
• Strategies for fostering a customer-centric culture within insurance companies to meet evolving consumer expectations and enhance service delivery.
• The challenges of managing claims during catastrophic events and the emotional toll on both customers and claims professionals in high-stress situations.
• Insights into the future of artificial intelligence in insurance, particularly its potential to streamline processes and improve risk management.
• The significance of effective communication throughout the claims process, ensuring customers feel informed and supported during their claims journey.
• The role of leadership in driving innovation within claims organizations and adapting to changing market dynamics and customer needs.