Can technology ever replace the claim adjuster?
That question is one of many addressed in TowerGroup's newest report on technology in the property/casualty industry, entitled, “Technology Direction in U.S. P&C Insurance Claim Operations: Transforming a People Business.”
The report, written by TowerGroup's senior analyst of insurance practices Karen Pauli, makes the case that those in charge of claim departments are starting to pull away from the thought that policy interpretation and management can only be accomplished via an experienced claim adjuster. But don't look for adjusters to walk slowly off into the horizon just yet; Pauli says that a balance should be reached between technology adoption and claimant interaction that will satisfy customer service expectations and, in turn, create a competitive advantage for companies.
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