How a Claims Processor Morphed into a Leading Insurtech - It’s All About the Workflows (w/Troy Stewart, COO Brush Claims)

Troy Stewart is President and COO of Brush Claims an insurtech that is streamlining the claims management process. Troy describes having started as a claims adjuster to now serving as President & COO of this successful business model, with his vision of tech driven, human-led claims.

In 2015, the company started building its own proprietary technology to remove bottlenecks, solving for escalations and time delays. By 2019 this traditional claims company had already fully transitioned from its legacy claims management system to its homegrown Hub applications, with a secure claims portal for policyholders, and a scoping application used by adjusters and contractors to pass information to the desk adjusters. 

Troy recently spent eleven weeks at Lloyds of London's seventh innovation lab cohort, and brought back that knowledge to the US market, to refine its solution and create a consistent interface across carriers. It all starts with taking a holistic view across an entire process, and not cause disruption downstream. Technology can help bring more speed but the time savings of a new workflow may cause consumer pain and more calls to the call center.   

Troy says that in a catastrophe situation, customers want to move quickly past the uncertainty after filing a claim and have certainty around what is coming next. Technology allows better communication and more options to correspond with claims teams and move the process forward more effectively, using a more data-driven indemnity methodology to make a determination. 

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