COVID-19’s Impact on the Future of Insurance Claims Management
Better systems to support roadside assistance help reduce customer stress and demonstrate USAA's commitment to support.
Changes brought by the pandemic brought new skills to employees and decreased labor.
The pandemic forced nearly 100% adoption of photo-based estimating.
The auto insurance giant was already moving toward a fully digital platform before the Covid disruption.
The video chat platform moved to a primary channel, adding speed and verifiability to the claims process.
