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As customer expectations change, the way you process claims should too. (Photo: Shutterstock)

For your customers, claims processing is what insurance is all about. It’s a key touch point in the customer life cycle, at a crucial time when they truly need you. Customers expect an efficient, quick and user-friendly response to their claims. And today, they also expect the process to be fully digital and as zero-touch as possible.

Many firms in the insurance industry struggle to meet these consumer expectations due to the fact that processes are still overwhelmingly manual. Whether the process is to fill out a claim form, obtain a damage assessment, or submit a police report, insurance processes still lag behind other industries in terms of digital adoption and the ability to complete tasks without a burdensome paper trail.

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Danielle Ling

Danielle Ling is an experienced video journalist and business reporter. As associate editor, Danielle manages all multimedia and reports on industry news and risk-related coverage, managing all weather-related content. A University of Maryland and Philip Merrill College of Journalism alum, Danielle previously served as a video journalist for Verizon FiOS 1 News NJ, Push Pause. Connect with Danielle on LinkedIn or email her at [email protected].

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