COVID-19’s Impact on the Future of Insurance Claims Management
The bar for excellent claims rises as consumers grow more accustomed to digital.
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.
Changes brought by the pandemic brought new skills to employees and decreased labor.
The goal is not only to achieve touchless claims, but to retain the ability to invoke a human touch when needed.
The video chat platform moved to a primary channel, adding speed and verifiability to the claims process.
Better systems to support roadside assistance help reduce customer stress and demonstrate USAA's commitment to support.
Evaluating and identifying total loss claims are just one of the scenarios that are quickly becoming a largely automated process.
New payment and information pathways enabled by blockchain technology are helping insurers better pursue third party claims and track payments.
As insurers widen their array of touchpoints, customers are wary of possible data exposures.
