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Earlier this year, Claims magazine and PropertyCasualty360.com partnered with Celent, a research advisory firm, to take the insurance industry's temperature on automating the claims process. Insurtech has become a dominant force in the industry and it was important to capture a broader picture of how companies and their policyholders view touchless claims.

Andrew Schwartz, an analyst with Celent, conducted the study and shared his findings at the recent America's Claims Executive Forum in New Orleans, La. Some of the results surprised him and some confirmed his hypotheses.

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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]