Successfully implementing video loss adjusting services for claims management
Video loss adjusting solutions are revolutionizing claims management for insurers by transforming and accelerating the claims process. They reduce processing times and the number of people involved. The COVID-19 epidemic has accelerated the generalization of video loss adjusting, but insurers and adjusting firms must take into account certain considerations to ensure the success of the implementation of this type of solution.
Thanks to the video loss adjusting, through its smartphone, the client can show the claim remotely and transmit evidence in real time. The insurance claims handler can thus, in a single communication, eliminate steps that often lengthen the compensation process for the client, such as filling out online forms, sending photos and supporting videos by e-mail, as well as field visits for claims that can be assessed remotely.
The widespread use of video loss adjusting during the COVID-19 pandemic
The use of video loss adjusting for claims management accelerated with the health situation imposed by the COVID-19 epidemic. Until now, the work force of the adjusting firms was divided between tele-experts, who only dealt with low stakes claims that could be appraised without travelling, and field adjusters who worked on more complex claims for which on-site visits were essential. Insurance adjusting firms have been able to adapt by generalizing remote loss adjusting and by negotiating with insurers the possibility of performing “force majeure” loss adjusting through video conference. This concerns appraisals that are not traditionally within the scope of remote appraisals, particularly in the construction sector.
Even if the end of the epidemic will be synonymous with a return to normal, the generalization of remote loss adjusting will undoubtedly continue its acceleration among all the actors concerned. However, this generalization implies a transformation of the claims management process and requires insurers and insurance adjusters to take into account several considerations that will allow them to improve the customer experience and simplify claims management.
The keys to success
- Keep the customer at the center of the process: the quality of a property and casualty insurance policy is most tested when a claim is made. It is therefore important to ensure customer satisfaction at this key moment. The declaration and evaluation of a claim is always a stressful moment for a client. The proposal of a remote loss adjusting can disturb a client who is not necessarily familiar with digital and video tools. Communicate with clients about the advantages in terms of convenience and speed brought by video. Put in place processes to reassure the client and help him to prepare for the remote expertise with peace of mind and provide the necessary elements to enlighten the expert.
- Encourage the adoption of video loss adjusting: it is important to set up actions to encourage adjusters to use video conferencing tools and to reassure them that video technologies facilitate their work, but do not replace them. Training adjusters in the processes and methods specific to video loss adjusting allows them to quickly gain skills and to adapt more easily to the use of new tools.
- Choose an easy-to-use video-expertise tool: the range of video tools has grown considerably in recent years. However, some tools are more suitable than others for video-expertise. In order to facilitate the use by the adjusters and by the policyholders, prefer video solutions without downloading and offering functionalities adapted to remote claims adjustment. Policyholders will be able to connect in one click, without creating an account or installing a software application. Adjusters will be able to use features such as geolocation, remote photo taking, file uploading, recording and real-time annotations to conduct a complete and efficient expertise.
- Choose a solution capable of integrating with existing tools: the police and claims management systems used by adjusting firms and insurers keep all the data relating to the insured’s file. The multiplication of tools – on the one hand the video tool, on the other hand the information systems already in place – can complicate the expertise process. Choose a solution with APIs and the flexibility to integrate with existing tools and determine the optimal level of integration to get the most out of video expertise.
The Apizee Diag Help Desk solution can fully address these issues and is already being used by a variety of claims adjusters. Our teams are ready to assist you in the implementation of video lossa djusting or in the evolution of remote expertise processes already in place in your organization. Do not hesitate to contact us to learn more or to receive a demo.
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