COVID-19 Forced Claims Adjusters To Work From Home; Here’s How It Turned Out

The Centers for Disease Control and Prevention (CDC) is reporting 957,875 cases of COVID-19 as April comes to a close, indicating that for most of the United States, work from home arrangements for those lucky enough to have them will continue for some time.

The workers’ compensation industry, along with the rest of the insurance sector, has now fully implemented remote work, but will that translate into stable metrics and a change in management style? Claims leaders say yes.

Scott Emery, Senior Director of Claims for Markel Insurance Company, who has over 30 years of claims experience, including 14 years with Markel, is one of those executives who sees the pandemic as an opportunity.

“We have always had a very strong work from home program,” Emery said.

“We’ve encouraged our people to work from home, we’ve encouraged them to have both a work life and a personal life. So this wasn’t a big change for us. Most of the people in claims work at least one day a week from home. The change was going all five days from home, but the progression was very good.”