The COVID-19 outbreak will speed up the digital transformation of Australia’s general insurance industry, according to DXC Technology.

The US-based B2B specialist says the industry’s initial response to the virus has been strong, but shutdown measures have exposed an “over-reliance on telephony” and opened up different ways of working.

“I’m pleased that as an industry we have done a good job of responding to the virus initially,” CTO Insurance, Wealth and Superannuation Stuart Bremner told insuranceNEWS.com.au.

“We haven’t seen things falling on their heads. These shutdowns are unprecedented and we are living through history, and the ability to respond has been good.

“However, there has been a degradation of service, with longer wait times on calls.”

Mr Bremner says end-to-end online processes would have been an advantage, and the crisis will speed up digital transformation.

“Many people were on that journey already but it will be accelerated. Those that drive that forward will be in a good position.

“We have to think about what the future looks like. We could find that the way insurance operates will change, and our ways of working will change.”

Mr Bremner has published an article to help insurance businesses through the coronavirus outbreak. It can be viewed here.