Farmers Insurance recently launched a new mobile-focused capability for roadside assistance. When a roadside assistance call is placed from a mobile phone, the driver in trouble receives a text link to a mobile site that resembles a ridesharing interface. That allows the site to access the driver's exact location and find the closest possible tow truck. Then, the customer can see the tow's progress in getting to them in real time, like waiting for a rideshare driver. It's the latest of several new offerings in the claims space from the venerable carrier. Digital Insurance caught up with Farmers' chief claims officer Keith Daly to talk about innovations the company is doing in claims.

Digital Insurance: Why re-work the roadside-assistance product?

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