COVID-19’s Impact on the Future of Insurance Claims Management
The video chat platform moved to a primary channel, adding speed and verifiability to the claims process.
The goal is not only to achieve touchless claims, but to retain the ability to invoke a human touch when needed.
Changes brought by the pandemic brought new skills to employees and decreased labor.
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.
