CCC News & Insights

August 22, 2023

The Future of Claims with Jessica Giampaolo

CCC's Creators & Innovators blog series features members of our team discussing what excites them most about the work they're doing and how they're contributing to CCC's growth and success. This month, we're featuring a Q&A with CCC's Director of Product Management, Jessica Giampaolo, on the future of claims.

How long have you been with CCC and what was your previous professional experience?

I've been with CCC for a little over a year. Prior to that, I was at Travelers, where I worked in Claim and Auto Products. I managed the CCC relationship with Travelers, and my team was responsible for all APD integrations, workflows, and process and technology support for our field offices.

What are you currently working on, and what excites you about it?

I'm currently responsible for the STP product portfolio. My team and I are working on three new initiatives that synchronize AI and task automation to help carriers with capacity and workforce optimization. What I'm most excited about is the work my team is doing to grow CCC's product offerings within the claims management space. Historically, CCC has been a leader in the appraisal and total loss space, but with our STP product offerings, we're expanding our footprint to include new personas and help facilitate automation from FNOL all the way through subrogation. I believe this gives CCC a huge opportunity to allow for more cross-collaboration amongst our products and helps carriers get further along with their automation or straight-through processing journeys.

How will AI impact the future of claims?

I think AI will have a huge impact on claims. The ability to automate more manual tasks allows carriers to have their claims professionals work on the higher-severity claims – and tasks within claims – that need their attention. I also think that AI gives carriers the ability to move less-complex claims through the process with fewer touchpoints and, perhaps more importantly, I think it'll give them a frictionless way to route claims appropriately if/when a professional needs to be involved. I believe AI has the potential to give carriers the flexibility to spend their time on the tasks and claims that would directly benefit from their insight and expertise, versus manually reviewing all claims equally.

How do you see the claims process evolving in the next five years?

I believe that over the next 5 years we will see the P&C insurance and collision repair industries become more collaborative, and CCC is working to help drive this by building ecosystem partnerships through our platform. Today, claims professionals of all roles are using multiple systems to get the answers they need throughout the entire claim lifecycle. I believe technology and ecosystem partnerships will truly evolve and allow for a more simplistic, cohesive process. This would allow automation to continue growing and evolving and help the claims process become more task-oriented than it is today, where a single persona works on a single file. I think the evolution of digitization will be a combination of AI and human intervention that gives policyholders a more seamless experience that includes more self-service options and more transparency through digital communication and engagement.

What's your favorite thing about working for CCC?

What I love most about CCC is that nothing is impossible. Product ideas can come from anywhere – employees, customers, hackathons, etc. These ideas are all vetted and thought through, and what may have once seemed impossible can become possible. I love that at CCC, we collaborate closely with our customers and partners to find the best possible solutions for them based on their evolving needs and industry trends.