Insurance Webinar Looks At Customer Dissatisfaction With Digital Claims

Though the insurance industry has been quick to adopt digital claims processes, including photo estimates, customer dissatisfaction with the technology remains a significant concern, industry representatives who took part in a Reuters Events webinar agreed Tuesday.

The hour-long session, ‘The Perfect Storm – How Can Carriers Best Prepare for the Next Crisis?’ covered a number of issues, including supply chain challenges, inflation, and the difficulty of finding talent in a tight labor market.

The future of digital claims was a major topic of discussion for the panel, which included Sue Unvarsky, VP, Head of Life Claims for Prudential Financial; Bill Brower, VP, Head of U.S. Auto Claims Strategy for LexisNexis Risk Solutions; Gwen Olson, AVP, Enterprise Claims Strategy for American Family; and Charlie Wendland, Head of Claims for Branch Insurance, an insurtech startup.

Insurance industry advisor Bryan Falchuk, who moderated the panel, made reference to J.D. Power’s findings that customer satisfaction is lower with photo appraisals than with in-person inspections by an appraiser.