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ICT has been a huge benefit to the industry as a whole. Key areas which have seen such improvements are;
customer support
Where details of past and present customers are kept "on file" and can be accessed at high speed. These details will include specific security questions that identifies the customer to the user and validates who the user is dealing with. It carries historic details of policies, past and present, claims - adjudications - financial details - such as payment details for policies purchased, renewal data etc.
It can keep details of POTENTIAL customers - Those who have made enquires about a product and will allow the sales team to follow up potential sales to capture the purchase. Creating policy offers, special offers etc
Security
Many organisations now have opted to share claims information between themselves to reduce fraud - duplicate claims for the same insured item being claimed for.
To monitor NO CLAIMS bonuses where a potential customer to get a reduced cost will state they have not claimed in the the previous years.
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it minimize lead time
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The government used wiretapping technology to gather information against DLK. This technology allowed them to intercept and record his phone conversations, which played a crucial role in their investigation.
