A new surveys assesses the adoption of claims technology for carriers and policyholders. Technology is changing how claims are filed, assessed and paid while providing policyholders with the ability to track where their claim’s progress in real-time. (Photo: TippaPatt/Shutterstock)

Touchless claims – the very essence of the terminology highlights the use of an automated process with minimal human interaction. As insurtech advances and policyholders become more comfortable with utilizing their mobile devices to file and follow the progression of their claims remotely, one wonders how the adoption of a touchless process has been accepted by insurers, adjusters and policyholders.

To answer these questions, Claims magazine and PropertyCasualty360.com are partnering with Celent, a division of Oliver Wyman, to assess how the adoption of touchless claims is faring in the industry. Celent defines a touchless claim as “a process that employs data from the policyholder, agent as well as artificial intelligence to automate the claims workflow and handle a claim without human intervention on the insurer’s end.”

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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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