By David French

NEW YORK, (Reuters) – As the COVID pandemic subsides, consumers are beginning to abandon digital channels and to rely on in-person methods to submit insurance claims. This was stated by a Zurich Insurance Group senior executive (OTC:), at the Reuters Connected Claim USA event.

Ian Thompson, Group Chief Claim Officer, said that the decision was taken despite widespread customer acceptance of online tools over the past two-years and efforts by the industry to personalize the experience.

Technology has made great strides during the pandemic, including filing auto repairs and legal negotiations regarding workers’ compensation claims.

His words were repeated: “We see some customers returning to saying, ‘I was willing for that during lockdown. But I want to return to a location where I can actually see people and talk to them directly.

Financial services: The pandemic is driving American businesses to prioritise technology investments in order to make sure services are always available.

Technology is now used by people who were previously reluctant to use it for daily tasks. According to an April report by advocacy group AARP, 53% of U.S. adults aged over 50 used a smartphone for financial transactions, up from 37% a previous year.

Thompson stated that the focus on digital strategy was too narrow in pre-pandemic times. He said customers had to be able to interact through an app. Insurance companies now provide multiple options for customers to gain access to their services.

Thompson also stated that the push has been made to make the digital experience more empathic, especially as the world faces new pandemic risks.

When you hear the dogs barking, or the child playing behind the scenes, it becomes a conversation about our lives and not your policy number. While service is essential, it’s all about creating a human experience.