Claims service is evolving and Paul Disney, Chief Product and Technology Officer, and itel have a vision and the data ready. Paul shares important lessons claims experiences are teaching the insurance industry and how those lessons are shaping technology and service options that itel provides. In this episode:The difference between education versus advising insureds during the claims processHow data can help the experience and foster trust when insureds are feeling their most vulnerableWhy the power of empathy is underused and how to apply it during a claimHow the 'repair vs replace' analysis is important to positive outcomesWhy technology powers accuracy and how that increases claims satisfaction Paul's dynamic personality is almost contagious and what's refreshing is he and itel are backing up what their value proposition by delivering great service and incredible results and he's sharing how they do it. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.