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So why hasn’t the industry gone fully virtual yet? On the carrier side, the reluctance seems to be driven by the concern that automation could introduce more errors and a higher risk of fraud into the non-complex claims process. (Credit: create jobs 51/Shutterstock) So why hasn’t the industry gone fully virtual yet? On the carrier side, the reluctance seems to be driven by the concern that automation could introduce more errors and a higher risk of fraud into the non-complex claims process. (Credit: create jobs 51/Shutterstock)

The COVID-19 pandemic is changing the way nearly everything, everywhere, is operating, and the insurance industry is particularly impacted, especially for claims processing. The industry was obligated to make quick changes, from employees working from home to rapidly increasing the virtual claims handling option to promote social distancing. Given the early feedback on the success of these changes, my bet is that virtual claims handling will quickly become the rule, not the exception.

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