Remote-only isn’t the new normal — change is the new normal

Is the new normal today really remote-only? Is that what customers need and expect from their insurance company? (Photo: Nattakorn_Maneerat/Shutterstock)

You could excuse many a tech company during the height of COVID-19 in 2020 for thinking it was their time to take over, especially in industries that had yet to break through, such as remote learning with the explosion of tools like Coursera and Google Classroom. After all, coping with social distancing rules and life under lockdown made remote technology urgently essential for consumers seemingly overnight.

In the world of insurance, giving consumers quick online options to apply for a policy or report a First Notice of Loss (FNOL) was a priority before the pandemic, but by necessity, the need to interact remotely for both employees and customers has accelerated to unprecedented levels. And as immunity to COVID-19 from vaccines wanes and variants like Delta become widespread,  the adoption of technology to meet the demands of “the new normal” will spread, too.