What does the balance between human and digital insurance services look like? (Photo: Shutterstock) What does the balance between human and digital insurance services look like? (Photo: Shutterstock)

Demand for digital-first and remote-first technologies is massive and still growing six months into the pandemic. From Zoom conversations to expanded online banking and telehealth options — it seems that every industry and business is trying to become more digital.

The insurance industry is also moving towards greater digitization thanks to customer expectations and efficiency wins. However, two key features differentiate insurance — particularly the claims process — from other industries: the emotional sensitivity surrounding the claim, and the relative rarity of having to file a claim. These realities may cast doubt on the desirability of a fully self-service insurance process with no human input.


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