With the ongoing shifts to digital interaction and increasing workflow-driven processing of claims, there’s an emerging trend towards increasing automation throughout the claims lifecycle. Automation is valuable – but how much automation is required, and in what situations? Understanding the type of claim, its severity, insureds’ personal preferences, and other factors all play a role in any automation strategy. Carriers need to adapt their strategies to include configurations that consider a variety of business-to-human situations. Situations requiring empathy and understanding when necessary - and personalization and automation when appropriate. Any automation strategy must also include people adjusting, investigating, and processing any given claim. In this session, we will discuss different aspects of claims configuration, how carriers should define a complete claims strategy, and tools and approaches needed to empower that strategy.