With the state of insurance in flux due to the pandemic, the special investigative unit (SIU) is exposed and not immune to what likely will result in a revised business plan in a post-COVID-19 environment. Vaccine creation, trials, and an eventual rollout will attempt to conquer the pandemic's effects on a global economy. Whether these measures are successful or not, one thing is certain, the ways that we investigate and litigate claims in the future will change. A recalibration of the industry is coming, so now is the time to forecast and plan.

New technology on the horizon

The first element of the forecast is a relatively easy call to make. The industry at large is poised to invest in more technology. There is no doubt that COVID-19 has accelerated the transition away from brick-and-mortar toward virtual claims. In the last decade, we have watched SIU claims teams transition from field investigators to desk investigators to now virtual remote investigators. Knowing that our workforce is more virtual and likely to stay that way makes it extremely probable that carriers will place more money and time into robust platforms to support the new environment.