Insurance companies don’t often have frequent communication with their clients until a claim arises. While most insureds are fine with this limited interaction, how their insurance providers handle claims is the single most meaningful and telling interaction they have. If an insurance company mishandles the claim or fails to bring it to a satisfactory resolution quickly, they run the risk of losing a customer.
What Claimants Want
High-quality claims processes have three things in common: they’re fast, they’re efficient, and they’re transparent. Customers are no longer willing to accept vague or murky answers regarding where their claim is in the process. They also expect an error-free claim to receive their settlement quickly. Delays, mistakes, or confusion all cause insureds to reconsider their insurance provider.
Better data and automation can help insurance providers streamline their claims processes. The following are some of the ways insurance providers can utilize data:
- Automatic first notice of loss (FNOL). First notice of loss occurs when the insured first reports the incident to their insurance provider. However, many vehicles come equipped with telematics that can detect accidents and injuries. While some vehicles will dial emergency services in the event of an accident, insurance providers can use this same technology to trigger a claim on the insured’s behalf. Vehicle sensors and video imagery can give insurance companies an idea of the extent of the damage to make sure the most relevant adjuster receives the claim.
- Drones and satellite imagery. Similar to using vehicle telematics to initiate FNOL for car accidents, insurance companies can pull data from drones and satellites following major storms to identify damage to the insured person’s property. When the customer calls to report the loss, their provider can already be several steps into the claim to expedite the process and improve the insured’s experience during a stressful time.
- Greater accuracy on repair timelines. When insureds file a claim for a vehicle loss or property damage, the first question on their minds is how long it will take to fix so they can resume their lives as usual. Insurers can pull from historical data to see how long certain repairs will take based on the type of damage or loss the insured reports.
- Reduce fraud. Fraudulent claims increase costs, which increase premiums for all customers. By harnessing data from social media, insurers can identify fraudulent claims. Utilizing AI can also red flag cases that score high for fraudulent behavior.
Most insured don’t think about their insurance provider until they need to make a claim. How smoothly and quickly that claim processes play a significant role in customer satisfaction and retention. If your claims processes are frustrating customers or costing your insurance company business, Actec can help. Contact us to learn more about improving claims management.