How is technology streamlining the claims process at your company and, in your opinion, in the industry as a whole?

Ken Tolson, Crawford & Co.: The most significant impact that technology has is that it shortens the lifespan of a claim—everything from contact to inspection to settlement time frames. It makes information more readily available to those who need it, including field adjusters, managers, and clients. And it makes the claims process very transparent. The client has the ability to track progress on a claim; they can walk along the process with the adjuster. With better, more available data, we can escalate issues much more quickly and make sure we are meeting our clients' performance requirements. This is not unique to us; it's happening everywhere in the industry.

Are certain technologies becoming more crucial than others? Can you quantify gains in terms of percentages or other figures (efficiency, productivity, cost savings, accuracy, etc.)?

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