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Has social distancing killed off the traditional insurance contact centre?

Contact centres have been an integral part of the insurance claims journey for decades and large collections of telephony-focused claims handlers working in close proximity have been a common fixture throughout the UK.

However, the onset of Covid-19 meant that most customer contact from mid-March was handled remotely rather than in an office.

The question is now that the lockdown is being eased and life is returning to a [new] normality, should insurers go back to how they operated pre-Coronavirus?

In this upcoming webinar, brought to you by Insurance Post in association with SAS, an expert panel will discuss the lasting impact of the pandemic on claims handling and whether traditional contact centres will cease to exist in a post-Covid insurance world.

Among the questions we will seek to answer are:

  • Are the skillsets needed by claims handlers working remotely are different to those employed traditionally in contact centres?
  • Are customers likely to experience a better claims journey in an insurance world with less large contact centres?
  • What operational headaches did insurance company claims departments experience in terms of getting remote contact up and running during the initial days of lockdown?
  • How has technology acted as an enabler in helping reimagine claims processes/procedures and decision making during lockdown?
  • How reliant were insurers on large contact centres pre-lockdown and to what extent do you think Covid-19 might ween them of that dependency?
  • What are the drawbacks and benefits from moving away from large contact centres?
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