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.
Advances in data, combined with a workforce that can leverage the latest tech tools, will potentially translate to an increase in touchless claims.
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.
Customer expectations continue to rise, but the fundamental questions remain. How bad? How much? When?
