Virtual Claims are Becoming the Norm for Auto Insurance
Consumers show satisfaction with automation, but the personal touch remains vital to keeping policyholders happy.
Prior to COVID-19, just 15% of auto insurance claims were handled virtually. Following shutdown measures, nearly every auto claim was handled virtually, according to LexisNexis Risk Solutions’ Future of Claims report.
Around 60% of claims are still being handled virtually as consumers continue to get more comfortable with automated claims. When it comes to claims automation, 62% of policyholders said it was more convenient to file a claim “any time/anywhere,” while 55% said the route to settlement is shorter with new digital processes.
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