It's important for insurers to balance technology and policyholders' needs in a claim. (Photo: Shutterstock)
No one disputes that the claims process is changing radically and technology is allowing adjusters to significantly expedite their response to policyholders. However, with all of the improvements, carriers are acutely aware that there is a fine line between automation and maintaining personal contact with their customers.
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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]
