The end of the year is always a time for lists. A wish list for Santa Claus... a list of New Year's resolutions... the top 10 films of the past year... the 5 most important fashion trends for the coming year... and so on. Maintaining this cheerful December tradition, CED Cross Border Claims would also like to share a list with you: the 5 trends for 2026 in the world of (cross-border) claims, compiled based on trend reports from international consultancy firms. Some developments have already begun, but will demand the sector's full attention in the coming year.
#1
AI, data and digitalisation
We are encountering AI, data, digitalisation, and the interrelationship between these three at an ever-increasing pace. The quality of AI is determined by the quality (reliability, representativeness) of data. This raises the question for the sector: what should we digitalise, and what should we not? Reliable data and the use of AI enable a faster and more accurate claims process, with shorter turnaround times and greater transparency. In the case of vehicle damage, for example, this leads to speedier damage calculations and faster authorisations for repairs or payments. Clear benefits for policyholders. In addition to further automation, the use of AI in certain parts of the CED Group (e.g., the emergency assistance of SOS International) is already leading to chatbots that guide victims on the phone to the right claim handler using a fixed script. Or to the indexing of large volumes of emails and documents, making the creation and accurate maintenance of files many times faster. Or to the detection of possible fraud cases, which also contributes to reducing the cost of claims for insurers.
Flexible IT infrastructure vs digital resilience
Rapid technological innovations are made possible in part by a flexible, cloud-based, and modular IT infrastructure. This guarantees stable processes and fewer disruptions. However, increasing dependence on this infrastructure (and on the IT service providers involved) has a downside, such as vulnerability risks and cyberattacks. European regulations such as NIS2 (the successor to Network and Information Security 1) and the Digital Operational Resilience Act (DORA) require organisations to strengthen their digital security. The regulations are intended to prevent cyberattacks, protect sensitive information, detect incidents more quickly, and ensure continuity of service. Years ago, CED made a strategic decision to develop its own in-house IT landscape and standardize it across all CED countries in Europe, including a strong security framework. The (cyber) security of this has been formalised in, among other things, ISO27001 and NEN 7510 certification for (medical) information security and ISAE 3402 certification for reliable processes and services. Testing and training of systems and people are also part of the daily routine.
#2
#3
Sustainability in damage repair
Sustainable damage repair is becoming increasingly important. Not only because of (international) regulations. Customers are also asking for it and expecting it. They prefer to repair rather than replace with new, and preferably with reused materials. This means less waste and environmental impact; it is, in most cases, also more time- and cost-efficient. CED is at the forefront in terms of sustainable damage repair. In the Netherlands, we are working with the Dutch Association of Insurers at the policy level to make the entire damage repair chain more sustainable. And in various CED countries (the Netherlands, Germany, Belgium, Spain, and France), CED has its own repair networks or partners in the motor and property area. In Germany, for example, CED has a broad network of repair companies for doors and windows, as well as a fully online repair-in-kind process for electronics, such as smartphones. CED in France has a network of repair companies for damaged high-quality consumer goods. And in Belgium, there is a network of car damage repair companies that exclusively repair using recycled parts (Smart Repair).
Customer experience as a distinguishing factor
Policyholders have a lot to choose from and can therefore set high standards. Moreover, time has become a scarce commodity. Consumers can order a laptop at any time, from anywhere, and have it delivered to their door the next day. They project these expectations onto the services provided by their insurer. Policyholders expect convenience, speed, and transparency. Claims notifications via WhatsApp, digital portals, and real-time updates can make all the difference here. But these technological possibilities do not replace human interaction. People still prefer personal contact in complex or impactful situations, and they want personal advice. That is why CED not only invests in innovative technologies that create space, so employees can devote time and attention to cases where this is needed. CED also invests in people, with international traineeships and training its own claims handlers. In this way, CED contributes to an optimal customer journey and customer experience for affected policyholders: ‘digital when possible, personal when necessary’.
#4
#5
Economies of scale and internationalisation
Consumers are becoming more globalised, resulting in an increasing number of cross-border travel movements. This calls for uniform processes and digital transparency. But the business world is also becoming more globalised and internationalised. The claims market is consolidating through (international) mergers and acquisitions. Those who know how to make good use of this scaling up have many opportunities to work more efficiently and guarantee the quality of their services. CED has traditionally been in a strong position to participate in this scaling up as a strategic partner. As the European market leader with 3,000 employees in five core countries (the Netherlands, Belgium, France, Germany, and Spain) and a presence in 15 EMEA countries, CED can invest and innovate. For example, it can roll out best practices from one national market to another. And where desired, clients can contact a single national point of contact for all their international business.
Building together
Today's trends are tomorrow's opportunities. Those who look ahead and invest now in technology, sustainability, and customer experience will gain a competitive edge. As a strategic and reliable partner, CED wants to work with you to anticipate and build a future-proof claims process. So that you always stay one step ahead of developments in the market.