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How does the insurance industry view touchless claims?

A survey from Celent and PropertyCasualty360.com examines how carrier executives, adjusters, appraisers and investigators view the use of AI in claims.

PC360 and Celent sponsor a touchless claims survey. Input from the insurance industry is vital to understanding how technology is affecting the claims process, aids in identifying fraud and improves customer service for policyholders. (Photo: svetazi – stock.adobe.com)

Technology is playing an increasingly robust role in every area of the insurance process. From selling the policy to renewals and first notice of loss when a claim occurs, many of these activities can be handled online without human interaction. The coronavirus has encouraged many companies to expedite their technology implementations, particularly as part of the claims process.

The use of touchless claims, defined as the process of employing data from policyholders, agents and others, as well as the use of artificial intelligence to automate the claims workflow, allows carriers to handle a claim without any sort of human intervention.

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Patricia L. Harman

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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