Digitizing Claims

Insurers have been working for years to digitize their claims processes. The goals and benefits are critical and measurable: improve the customer experience, expedite claims settlements, and dramatically simplify the claims process, reducing unnecessary touches for insurers.

Then, along came the COVID-19 pandemic. Digital auto claims processing went from 15% of all claims to more than 60% – almost overnight.

Insurance carriers shifted their operations to accommodate claims staff working from home and customers who needed to socially distance.

With an environment that required everything to go virtual, along with the rush to digitize claims (and payments, for that matter), insurers needed to build a digital virtual claim process that was not only easy to use but scalable and secure to meet increased customer demand.

Adding robust digital security solutions allow carriers to more quickly process claims from verified parties while adding appropriate review processes for high-risk claims.