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Small image of a man standing under a Covid molecule. The onset of COVID-19 expedited many changes in how claims are handled. Collectively, these six factors represent huge financial states for insurers. (Photo: Jozefmimic/Stock.adobe.com)

When the COVID-19 pandemic struck, most claims operations succeeded in quickly transitioning their people to remote working and maintaining operational resilience. Looking ahead, however, the priorities are shifting to managing costs and improving quality. Even as claims leaders continue to manage widespread virtual work risks, the pressure to deliver is intensifying.

In the immediate aftermath of the crisis, Ernst & Young LLP’s insurance team conducted 10 interactive online workshops with more than 100 senior claims executives to help them:

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