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Virtual claims are becoming the norm for auto insurance

Consumers show satisfaction with automation, but the personal touch remains vital to keeping policyholders happy.

“As we look ahead to 2025, the industry should be optimistic that we will soon see a day when the vast majority of claims will be processed virtually. But it will take hard work to get there,” said Bill Brower, of LexisNexis Risk Solutions. (Credit: Rawpixel.com/Shutterstock.com) “As we look ahead to 2025, the industry should be optimistic that we will soon see a day when the vast majority of claims will be processed virtually. But it will take hard work to get there,” said Bill Brower of LexisNexis Risk Solutions. (Credit: Rawpixel.com/Shutterstock.com)

Prior to COVID-19, just 15% of auto insurance claims were handled virtually. Following shutdown measures, nearly every auto claim was handled virtually, according to LexisNexis Risk Solutions’ Future of Claims report.

Around 60% of claims are still being handled virtually as consumers continue to get more comfortable with automated claims. When it comes to claims automation, 62% of policyholders said it was more convenient to file a claim “any time/anywhere,” while 55% said the route to settlement is shorter with new digital processes.

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Steve Hallo

Steve Hallo

Steve Hallo is managing editor of PropertyCasualty360.com. He can be reached at [email protected].  

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