Optimising the claims journey means different things to different stakeholders. But as costs and customer expectations continue to rise, the need for effective claims management has never been greater. Here, we have canvassed the opinions of some of our partners for their take on efficiency gains within claims, and how their solutions are optimising the journey.
If you would like to take part in similar features through 2023, or contribute to our growing content output in another way, please email alan.feldberg@iloveclaims.com
Enterprise Holdings:
Customer service is becoming ever more important, especially as an exceptional claims experience has a direct impact on loyalty and renewal rates. Customers want to be kept completely updated and in the loop at all times. This means that every business involved in the claims process has to be connected and able to access the latest information on a claim.
Technology also enables a richer digital journey for the customer, where they can access more information more immediately, online or through an app.
Especially now, with the whole repair sector facing supply chain and talent challenges that are impacting speed of service and can lead to extended repair periods, a more connected industry is one that’s better placed to ensure customers are always supported as well as better-informed.
The other piece is increasing demand for mobility during those periods when a policyholder’s own vehicle is unavailable, and potentially for a longer period if repair times are delayed. Cars remain essential for many trips, especially with people working more flexibly, while commercial vehicles are the lifeblood of the economy.
This is becoming a conversation around how best to deliver mobility. For some drivers, this may continue to be a like-for-like replacement car for the entire length of the repair. Other people may only need a vehicle for a few hours or days, and we’re exploring how access to vehicles located close to where policyholders live and work, either at an on-street car club or at a rental branch, can offer a more effective and sustainable alternative.
Stuart Sandell, AVP of Replacement Sales UK & Ireland at Enterprise Rent-A-Car, said, “Optimising the claims process means repair bays shouldn’t be left vacant because there isn’t a courtesy car for a customer waiting for a repair. Many bodyshops are already exploring this wider range of mobility provision – either as an option to running a dedicated fleet of courtesy cars, or as a way of providing mobility when all their vehicles are out on loan but they still have capacity for repairs.”
Solera Audatex:
At Solera we understand that optimising the claims journey means connecting all players and partners in the claims ecosystem for a more efficient, customer-friendly and speedy claims process, while ultimately lowering costs and maximising revenue.
Solera Audatex has been a trusted partner in the automotive insurance industry for many decades. We provide a modular automotive insurance ecosystem that can be used by all players in the claims journey. It helps to provide consistency across a complex claims landscape from policy inception to claims resolution.
Our 100-plus long-standing established API connections to leading partner systems from fraud systems, recovery operators, repairers, parts suppliers, salvage companies and industry bodies make the claims workflow streamlined and seamless. Coupled with the extensive data integrated from the various Solera UK businesses, Audatex leads the way in creating a competitive advantage for our clients. This makes Audatex more than just a vehicle estimating partner but rather the ultimate partner to ensure a successful process across the whole claims journey, delivering value to every stakeholder en route.
Solera Audatex encourages faster adoption of claims digitalisation at FNOL, better claims triage, removes frictional costs on subrogation, and much more, bringing efficiencies at every stage.
Furthermore, the introduction of the suite of Qapter products into the UK workflow will accelerate the use of artificial intelligence in vehicle claims, drawing on over a decade of UK claims data. Valuations for new and used vehicles are comprehensively and intelligently updated via cap hpi, across our complete suite of solutions, meaning that every decision can be informed by accurate, timely data.
Neil Garrett, Solera Audatex UK Sales Director, said: “Optimising the claims journey for all requires a clear strategy which puts the customer at the centre. We are passionate about playing our part as a trusted partner to help connect and inform wherever our customers require additional support, better systems or added value.”
Put simply: Solera Audatex means a more efficient, more profitable operation, giving you a substantial financial and competitive advantage.
Entegral Holdings:
Entegral Holdings offers a suite of products that insurers and other collision industry professionals use to streamline the claim process across the UK.
It is an industry-leading source of innovation in the claims processing space with a goal to digitise the claims process.
Our platform is an open SaaS solution that simplifies auto claims interactions and decision-making by intelligently connecting service providers in one place and through APIs or user interfaces provides visibility to service provider statuses. It also provides secure, transparent data exchanges between service providers to reduce loss adjustment expense and provides customers with a menu of incremental service provider options (ie repair centers, rental, tow, salvage, etc.).
Today more than 60 insurers, vehicle manufacturers, and collision network sponsors in the US, Canada, UK, Ireland, and Puerto Rico use Entegral.
As vehicle manufacturers integrate more technology, insurers and collision repairers continue to rely on the Entegral open platform to harmonise the claims process.
