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February 2024

The modern claims experience: personalized and trouble-free

Can an insurance claim experience compare to the typical ease of an online retail experience? Just a few years ago, the answer would have been a resounding no, but things are changing.

Today’s consumers expect exceptional online experiences, regardless of the product or service involved. Newer insurance types such as supplemental health have been launched with impressive online experiences. Life insurance, with a reputation for excessive paperwork, slow processing and lack of transparency, is still playing catch-up in this area. The good news is that a growing number of insurance companies are now using technology investments, like artificial intelligence (AI), to improve the claims experience.

Securian Financial's investment in the claims journey has led to a streamlined, personalized and simplified claims process. Artificial intelligence is even leveraged to help measure outcomes and direct future enhancements. Some key examples of our innovative processes include:

  • Ability to create claim scenarios that illustrate potential payouts to educate customers
  • Proactively paying claims for routine labor and delivery via our hospital indemnity coverage
  • Option to elect Legacy Account: no-cost, interest-bearing account that holds funds until a beneficiary is ready to take a distribution

Our speed to pay claims, 2.8 days after receiving proof for life insurance and 1.7 days for supplemental health, validates the positive impact of technology investments on our ability to serve customers.1

Let’s connect and discuss how our client-first approach helps take the pain out of the claims process.

P.S. I highly recommend you access the Claims can be employee-friendly white paper link below for valuable insights.

1. Securian claims processing results as of 12/31/2023

DOFU 2-2024