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Close up of a man's glasses. For many, 2021 offers the opportunity to change our focus and see some previous issues through a new lens. (Photo: Tero Vesalainen/Shutterstock)

While 2020 was an unusual year, it highlighted many of the things the insurance industry is doing well and some areas where it could see some improvement.

The coronavirus expedited the use of InsurTech for many companies and they were able to serve their policyholders with very few interruptions. The transition from working in the office to operating remotely was fairly painless for most insurers. We used technology to report claims, investigate them, determine coverage and make payments. Some carriers are even weighing the continuation of remote work for many on their staff. Plans to start bringing people back into the office will be implemented judiciously.

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Patricia L. Harman

Patricia L. Harman is the editor-in-chief of Claims magazine, a contributing editor to PropertyCasualty360.com, and chairs the annual America's Claims Event (ACE), which focuses on providing claims professionals with cutting-edge education and networking opportunities. She covers auto, property & casualty, workers' compensation, fraud, risk and cybersecurity, and is a frequent speaker at insurance industry events. Contact her at [email protected]

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