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 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.
As insurers widen their array of touchpoints, customers are wary of possible data exposures.
The goal is not only to achieve touchless claims, but to retain the ability to invoke a human touch when needed.
