COVID-19’s Impact on the Future of Insurance Claims Management
Changes brought by the pandemic brought new skills to employees and decreased labor.
The video chat platform moved to a primary channel, adding speed and verifiability to the claims process.
The auto insurance giant was already moving toward a fully digital platform before the Covid disruption.
The goal is not only to achieve touchless claims, but to retain the ability to invoke a human touch when needed.
The pandemic forced nearly 100% adoption of photo-based estimating.
