The new normal is still evolving," Matthew Smith, executive director of the Coalition Against Insurance Fraud, told the audience at the America's Claims Executive Forum in New Orleans, La. The latest Insurance Speak podcast recaps some of the highlights from that presentation.

"We learned we can do way more than we ever thought," he said describing how insurers pivoted quickly to working in a remote environment while serving policyholders. "Change and chance aren't necessarily negatives in the world of insurance. We can keep the good, throw out the bad and keep looking toward the future," he contends.

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Patricia L. Harman

Patricia L. Harman is the editor-in-chief of Claims magazine, a contributing editor to, 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]