figures on piles of money One of the most significant changes over the last several years involves the percentage of companies that provide benefits. As costs increased, technology evolved and the pandemic affected how and where folks worked, one of the areas that has seen a consistent drop surrounds the benefits that companies provide. (Photo: kentoh/Adobe Stock)

Those who have worked for any time in the insurance industry understand the integral role they play in helping businesses, property owners, workers and others recover from a significant, covered event. Basically, nothing happens without some sort of insurance component and when a claim is filed, many still require the involvement of an adjuster, a claims manager or someone to help steer a claim of any complexity through the process from assessment to payment.

Yes, technology has certainly made it easier for policyholders to file their first notice of loss online and then follow their claim through a company’s investigation, assessment of coverage and final determination of what will be paid. A wide variety of technology is available to verify coverage, help set reserves, identify problem areas, assess the cost of repairs or rebuilding, provide ownership information and other details, and even provide payments to the insured. Each of these advancements makes the process easier for all involved, but adjusters are still the heart and soul of claims because insurance is a relationship business.

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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]

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