Bruce Bentley

The COVID-19 outbreak and subsequent labor policy upheaval caused claims professionals to scramble to keep their operations going. From affiliation to advancing health policies to crippling travel restrictions, insurers, adjusters, third-party administrators, and others have found themselves in unprecedented circumstances. While many claims handlers were already working remotely, companies had to move almost all of their activities to all-remote for an extended period of time and relied heavily on technology to make this transition possible. Many of the changes in technology use are expected to persist after the pandemic ends, but it remains unclear what changes will be permanent after the return of personal injury assessments, experts say. "Our first priority was getting people to work from home quickly," said Pat Van Bakel, president of Toronto, North America Loss Adjustment at Crawford & Co. Adjusters and other claims professionals are often on-site, and many...

"The fact that we are claiming that people are on the business development team shows that this is essential to us," he said. “And if we could physically sit in the office, you would also see our claims handlers on the underwriting teams, as the underwriters can learn a lot from claims for damages related to previous experiences or similar clients. Some insurers are trying to hold on separate what is okay from an operational perspective, but not from a collaborative perspective. " Consistent with the fact that claims are the product of insurance, Stephenson emphasized that the best claims proposals are those that are defined before loss. Customers need to be familiar with their product beforehand, he said, saying exactly what will be delivered from the start. The difference between a gold-plated and a conventional claim is therefore communication against loss, accessibility and transparency. Continue reading: Where there are demands in customer service Clear...