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Tools such as photo estimating, virtual inspections, heat maps and online shop scheduling are providing insurers with a digital pathway to contactless claims. (Photo:  Freedom_Studio/Shutterstock.com) Tools such as photo estimating, virtual inspections, heat maps and online shop scheduling are providing insurers with a digital pathway to contactless claims. (Photo:  Freedom_Studio/Shutterstock.com)

The P&C insurance economy has experienced a seismic shift over the past 12 months. While photos and AI were used pre-pandemic just over a year ago, the industry was heavily reliant on in-person interactions and touchpoints — staff reporting to call centers to deliver customer support, appraisers appearing in-person to inspect vehicles and generate estimates, and auto shops checking-in vehicles in need of repair.

Things changed in an instant.

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