{"id":9603,"date":"2021-08-09T09:10:25","date_gmt":"2021-08-09T15:10:25","guid":{"rendered":"https:\/\/www.shieldagency.com\/blog\/?p=9603"},"modified":"2025-01-22T14:34:59","modified_gmt":"2025-01-22T20:34:59","slug":"technology-is-the-tool-people-are-the-foundation","status":"publish","type":"post","link":"https:\/\/www.shieldagency.com\/blog\/technology-is-the-tool-people-are-the-foundation\/","title":{"rendered":"Technology is the tool, people are the foundation"},"content":{"rendered":"\n

Liberty Mutual > Business Insurance<\/a> > Insights<\/a> > Technology is the tool, people are the foundation<\/a><\/p>\n\n\n\n

How claims technology is part of our people-first mission<\/h2>\n\n\n\n

Over the course of the coronavirus pandemic, technology has played a key role in helping insurers manage business insurance claims and serve customers safely from afar. But the focus on technology leaves out an important aspect of the story. In a recent interview,<\/a> Steve Deane, Liberty Mutual\u2019s chief claims officer of the North American commercial and specialty insurance division, got to the heart of successful technology implementation: people. After all, he says, \u201ctechnology is only as good as the people who are responsible for using it.\u201d<\/p>\n\n\n\n

In this article, we\u2019ll explore how focusing on people first allows businesses to integrate technology in a way that aligns with their mission \u2013 and we\u2019ll look at how Liberty Mutual\u2019s claim management system was built with that in mind.<\/p>\n\n\n\n

Making sure injured workers stay connected<\/h3>\n\n\n\n

Many companies have implemented new technologies to keep business going and serve both employees and customers during the COVID era. But, according to Deane, these investments in improved user interface are most effective when they are grounded in helping people. When businesses start with people, they can make smarter, more impactful decisions around technology implementation that maintain brand integrity and support overall user experience.<\/p>\n\n\n\n

One example is Liberty Mutual\u2019s new injured worker portal, a system that makes the claims process simpler and more transparent for businesses and their employees. Though the technology aspect is \u201ccritical\u201d to making the system work \u2013 especially during a pandemic \u2013 it is second to the insurer\u2019s mission to \u201c[put] the injured employee\u2019s well-being first and [identify] ways to reduce stress and anxiety that often comes with a work-related injury, so the worker can focus on recovery.\u201d<\/p>\n\n\n\n

 \u201cThat mindset \u2014 of putting people at ease and focusing on recovery \u2014 is enabled by the technology of the portal,\u201d says Deane. \u201cRather than using highly technical language \u2013 essentially claims jargon \u2014 in our written and verbal communications, we\u2019re striving to help explain the process in ways that people who aren\u2019t workers comp experts can understand.\u201d<\/p>\n\n\n\n

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Technology is only as good as the people who\u2019re responsible for using it.<\/p>\n<\/blockquote>\n\n\n\n

By focusing on its people-first mission when implementing this new portal, Liberty Mutual was able to address common customer pain points and improve overall user experience. People were at the root of this decision; technology was just the right tool for the job.<\/p>\n\n\n\n

Assessing property damage \u2013 online<\/h3>\n\n\n\n

Click here for the rest of the story…<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

Liberty Mutual > Business Insurance > Insights > Technology is the tool, people are the foundation How claims technology is part of our people-first mission Over the course of the coronavirus pandemic, technology has played a key role in helping insurers manage business insurance claims and serve customers safely from afar. But the focus on technology leaves out an […]<\/p>\n","protected":false},"author":2,"featured_media":14649,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[16,1,2],"tags":[15,1270,1271,1180],"class_list":["post-9603","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-blog","category-insurance","category-shield-blog","tag-business","tag-claims-technology","tag-injured-workers","tag-property-damage"],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/www.shieldagency.com\/blog\/wp-json\/wp\/v2\/posts\/9603","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.shieldagency.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.shieldagency.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.shieldagency.com\/blog\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.shieldagency.com\/blog\/wp-json\/wp\/v2\/comments?post=9603"}],"version-history":[{"count":3,"href":"https:\/\/www.shieldagency.com\/blog\/wp-json\/wp\/v2\/posts\/9603\/revisions"}],"predecessor-version":[{"id":12283,"href":"https:\/\/www.shieldagency.com\/blog\/wp-json\/wp\/v2\/posts\/9603\/revisions\/12283"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.shieldagency.com\/blog\/wp-json\/wp\/v2\/media\/14649"}],"wp:attachment":[{"href":"https:\/\/www.shieldagency.com\/blog\/wp-json\/wp\/v2\/media?parent=9603"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.shieldagency.com\/blog\/wp-json\/wp\/v2\/categories?post=9603"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.shieldagency.com\/blog\/wp-json\/wp\/v2\/tags?post=9603"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}