Is 2020 the Tipping Point for Virtual Claims Handling?
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.
New work arrangements, different stresses for insureds and changing availability of medical and claims resources mean claims organizations are learning to adapt to rapidly changing scenarios.
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.
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.
