After COVID, Policyholders May Expect Greater Involvement In The Claims Process

The COVID-19 pandemic has permanently changed the way property insurance clients want their claims handled, a technology vendor suggests.

“COVID has been the awakening for many companies,” said James Swayze, Toronto-based executive for Canada at CoreLogic Inc.

After COVID-19 was declared a pandemic this past March by the World Health Organization, some property claimants were reluctant to have adjusters physically enter their homes. This prompted some insurers to have claimants take photos of their damaged properties.

“Once the threat of COVID subsides (for example with a vaccine), insurance companies will be more likely to say that they would like the policyholders to do some of the work in the property claims process,” Swayze said in a recent interview.

“For example, to take photos of the property damage, upload it to the claims software, and try to minimize the number of people that physically go to the site.”