A customer selects a frowning face from a photo of three decreasingly pleased smiley faces. Many customers welcome the streamlined, low-contact nature of digital claims reporting, but not all insureds are on-board with this shift and may still prefer to speak directly to a human being when handling a loss. (Credit: terovesalainen/Adobestock)

Despite the adoption of more digital claims tools, insurers are still struggling to improve customer satisfaction amongst challenges that include increased repair times, rising costs and varying customer needs.

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Brittney Meredith-Miller

Brittney Meredith-Miller is assistant editor of PropertyCasualty360.com. She can be reached at [email protected].