Culture And Connected Experiences Are More Important Than Ever When It Comes To Claims Management In The Digital World

2020 has certainly proven to be a year of unprecedented disruption and change, largely brought on by the novel coronavirus. Phrases like work-from-home, social distancing, personal protective equipment, and video call have erupted in our daily usage in just a few short months.

There’s yet another phrase, however, that should be on our minds during this time: company culture.

“Culture isn’t something that you can manufacture. It has to be something that is developed over time with the company’s employees, customers and goals in mind,” said Steve Deane, chief claims officer for Liberty Mutual’s North American commercial and specialty insurance division.

“It is the company’s culture that sets the stage for a business to not only show its support for its employees and, by extension, its customers, but also create an environment where employees feel confident in the work they do, whether that be virtual or in-person,” he said.