P&C Claims in the Post-Pandemic Era: Emerging Stronger, Accelerating Transformation

Mark A. Breading, Senior Partner
Karen Furtado, Partner
Publication Date:
September 17, 2021
Number of Pages:
$1,495.00 USD

The pandemic has served as a catalyst for digital transformation across the insurance industry, and claims has been no exception. In fact, claims has been a key focus area for implementing digital capabilities, and there is tremendous momentum for leveraging technology to both automate and enhance the claims process.

This SMA report explores how insurers have responded throughout the pandemic and how claim technology plans have changed over the past 18 months. The report also examines how digital transformation is impacting the claims space today and the innovative technologies that insurers are leveraging. It concludes with a vision of the future of claims and the potential impact these changes will have on the role of the adjuster.


Table of Contents

  • P&C Claims During the Pandemic: The Industry Responds 3
  • Digital Transformation of Claims Accelerate 4
  • Insurers Focus on Digital FNOL/FROI
  • The Role of Claims Administration Systems
  • Artificial Intelligence in Claims 6
  • AI in Personal Lines Claims
  • AI in Commercial Lines Claims
  • A View Into the Future of Claims 8
  • Automating Operations
  • AI for Insight
  • Associating with New Ecosystems
  • Augmenting Human Experts 9
  • SMA Call to Action 11
  • About Strategy Meets Action 12
  • Use of Our Reports
  • About the Authors