Is 2020 the Tipping Point for Virtual Claims Handling?
Claims teams are learning new ways to serve customers, and also which paths lead to dead ends. Each step forward is a step closer to a touchless claims environment.
Becoming proficient at handling virtual claims takes more than technology. It means creating new workflows, monitoring new capabilities coming along from third parties, all with an emphasis on responding quickly.
Customers are adapting rapidly to new work and social arrangements, changing their expectations of insurers just as quickly. Responsive organizations are learning that tomorrow's solutions may not fulfill all of next week's needs.
Not only are customers experiencing profound lifestyle changes, but so are claims personnel. Innovative organizations are reshaping their work arrangements and tools to meet those changes.
Virtual claims brings together people, technology and processes in a way that goes beyond the traditional but is short of touchless.
