Technology, Alternative Dispute Resolution, and the Insurance Industry: The Future Has Arrived (Really this Time)

Over twenty years ago, the author of this paper evaluated emerging technologies and predicted how they might impact alternative dispute resolution (“ADR”). Four years later, after the emergence of the internet, he updated his predictions to gauge the impact of this new medium. Now Chairman of the Board of Arbitration Resolution Services, Inc. – the world's first completely cloud-based ADR provider – he measures what really happened and predicts the future of emerging technologies on ADR in general and on insurance industry ADR in particular. • The past: how accurate were prior predictions about email, imaging, electronic fund transfers, computerization, and the “new” fax technologies? What other unforeseen technologies – like the web, digital audio recording, Wi-Fi, mobile apps, and videoconferencing – came upon the scene and impacted the ADR world?• The present: how is technology being used to improve the delivery of ADR services today in the insurance industry? What is the impact on the arbitration and mediation processes? • The Future: Where will we be five years from now? Will cloud-based arbitrations and mediations overtake “brick and mortar” case filings? Will the in-person hearing become a thing of the past? What new technologies will emerge and how will they impact ADR?