Claims is the moment of truth. The digital consumer demands an omnichannel customer experience. Instead of relying on customer service agents to manually collect and input data or provide critical information, customers should be able to serve themselves on their terms.

Customer journey requires a redesign of experience that typically involves considering processes from the customer perspective and optimizing carrier back-office processes accordingly to provide simple and fast claims services.

There are several ways to improve the claims experience leveraging technology. Below some pointers specifically considering auto insurance.

Streamline the claims process: Make the claims process as simple and streamlined as possible by using online forms, mobile apps, and other digital tools. Ensure that the claims process is easy to navigate and understand, with clear instructions and guidance at every step. Claims segmentation leveraging data that can enable straight through processing and simplify claims.

Making digital ePayments to reduce cost, improve fraud detection and speed up disbursement.

Provide real-time updates: Keep customers informed of the status of their claim throughout the process, providing regular updates via email, text message, or app notifications. This can help to reduce anxiety and uncertainty, as well as build trust and confidence in the claims process.

Use automation and AI: Leverage automation and artificial intelligence (AI) to automate routine tasks, such as claims processing and documentation. This can help to speed up the claims process and reduce errors, while also freeing up staff to focus on more complex tasks.

Offer virtual claims processing: Consider offering virtual claims processing options, such as video or photo-based assessments, to speed up the claims process and reduce the need for in-person interactions.

  • Determine if the claim is salvage.
  • Handle simple claims faster.
  • Estimate for repairs (typically fender benders – but increasingly technology is getting better)

Insurers are also trying to prevent accidents from happening leveraging technology (from fix and repair to avoid and prevent)

  • Alerts and notifications during inclement weather through texts
  • Insurers are also looking at reducing distracted driving through disabling texting while driving

Some insurers are looking automatic FNOL using telematics. That can be a great way to help customers in need and also improve claims process.

Personalize the experience: Use customer data and analytics to personalize the claims experience, tailoring it to the individual needs and preferences of each customer. This can help to improve customer satisfaction and loyalty, as well as increase the efficiency of the claims process.

In summary the digital redesign of a claims journey needs to look at multichannel FNOL, automated claims segmentation, and digital claims status tracking and payment. By implementing these strategies, auto insurance companies can improve the digital claims experience for their customers, leading to greater satisfaction, loyalty, and retention.

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