Software robots, along with the Internet of things, Blockchain technology and artificial intelligence, in the last several years, have been often referred to as a great potential for the process improvement in the insurance field. The aim of introducing robots is business optimization through accelerating business processes, thereby reducing expenses. This paper provides a critical analysis for claims settlements process improvement by software robots application and challenges which appear in that implementation. The aim of the paper is to indicate perspectives of Serbian insurance companies’ involvement in one of the 4th industry revolution trends. In theory, robots can automate every business aspects that a human does in interaction with a computer, where no making of a specific decision is required, that is every action of copying, gathering and transferring data, different calculations and many other actions initiated by a click of a mouse. Even simple decisions, cognitive robots could make. Focus of this paper is on robots application in claims settlement process.

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