Side-by-side comparison of drone image and Google earth image. Technology is changing how adjusters capture images of losses. Drones can capture precise pictures of damage, keeping adjusters and property safe. (Photo: sassinsky art/ALM archives)

A highly contagious and too-often deadly virus has pushed many industries, including insurance, to a major inflection point. As we continue adjusting to events, some wonder when or if we will return to "normal." Others — and I number myself among them — hope we evolve to a new and better "normal." This hope is credible because packaged along with the risk and the disruption of COVID-19 has been a rare opportunity: fertile ground for overdue change.

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