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Looking ahead. Based on industry information, by 2025, more than 80% of the auto claims processed will be virtual. (Photo: atk work/Shutterstock)

This time last year, the future of claims was looking increasingly automated. However, we never could have imagined what 2020 would have in store and how it would force everyone around the world to live and become ‘virtual’. Insurance and claims are no different. According to the LexisNexis 2019 Future of Claims Report, 95% of auto insurance carriers surveyed were already using or considering using virtual claims processes and 79% were considering or open to the idea of touchless claims. So while the insurance industry was already on its way to fully automating claims pre-pandemic, COVID-19 drastically increased the sense of urgency for insurers to quickly automate claims.

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