Paradigm Shift of Claims Management to Digital Space

Claims in the construction industry are considered unavoidable and can have severe consequences if not managed properly. Claims management has taken prominence in recent years due to the large number of disputes occurring. Inefficiency and lack of competency of both the process and personnel make claims management a cumbersome affair to both the claimants and respondents. This paper aims to review the transformation of the claims management process from being a manual process to a semi-automated one, and how the advanced information and communication technology (ICT) available can be leveraged to further enhance the management of claims, as well as to address the aforementioned issues. The paper begins by discussing the claims management process in brief and illustrates the need to have a system aided by ICT for reducing manual effort and thereby improving the efficiency and the accuracy of the processes involved. The paper then reviews the existing claims management systems available, the impact of IR4.0 and emerging technologies on claims management practice, before discussing the need for a fully integrated cloud-based claims management system capable of bringing about the aforementioned needs and desired benefits.