How carriers treat customer expectations during the claims process plays a key role in determining satisfaction and renewal rates. How carriers treat customer expectations during the claims process plays a key role in determining satisfaction and renewal rates. (Photo: Shutterstock)

Artificial intelligence, bots, changing customer expectations, and an evolving workforce are just a few of the issues claims organizations face on a daily basis. Add in implementing and utilizing new technology while balancing customer expectations means insurers need to focus on today while preparing for the future.

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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]