Smartphones improve claim detail. Today, customers are accustomed to using their phones to get tasks done. Phone apps to make a claim help expedite the process and keep the customer involved and informed. Now a customer can take pictures of damage and complete an auto claim just by using their phone, without having to wait for an adjuster. That claim with photos is pushed through a rules engine to determine what type of damage there is and what the repairs might cost. Adjusters then assess the report and can get a check issued.

While the customer interaction with a phone app has not been as prevalent on the homeowners’ side, it certainly is an area with potential. You can involve the customer by having them videotape or photograph damage, and then we can construct the estimate and close the claim. However, not every peril allows for that type of claim. For instance, hail damage is typically something better suited for an adjuster to inspect, to make sure the damage is new, and not old. But the new technology helps get better information on the front end, helping pinpoint the claim, and handle it quicker. Utilizing this new technology allows customers to give detailed information about the claim on the front end. The new technology allows for more detailed questions and answers during the first notice of loss builds a better inventory list, which is then compared to a set of rules and validated. Things like the age of the home, policy limit on the dwelling and how many claims the customer has had are also considered to make sure there are no red flag indicators. The claim is then scored and a settlement is determined. The new technology speeds up this process.

Drones and Telematics

Also making an impact on the claims landscape is the addition of drones and telematics. Drones are assisting in areas where there may be a lot of claims or where it may be difficult to see damage. Adjusters can get pictures of damage more readily, assess it and get the customer answers on the claim more quickly. And while telematics are being used more and more to assist customers with their premiums, they can also be used for the claim process. They may help determine severity following an auto accident, what systems may have been damaged and what actions the driver took during the crash. All of that may help adjusters better understand the damages to the vehicle.

The combination of good customer service and use of the latest technology will continue to improve how claims management is done in the industry, benefitting both the industry and its customers.