COVID-19’s Impact on the Future of Insurance Claims Management
The auto insurance giant was already moving toward a fully digital platform before the Covid disruption.
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.
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.
