With connected cars collecting location, driving behavior, and vehicle diagnostics, there is a great opportunity to digitally transform and enhance current concierge services to improve customer experience at a time they need and value the services of the insurance organization the most. With digital technology advancements, insurers have an opportunity to offer virtual or touchless claims that helps reduce the claims cycle times from months to days or even hours and greatly improve customer experience.
Goals and Objectives
Build a digital concierge claims service with the following features: kick off first notice of loss from the point of impact; trigger coverage verification; alert emergency response; initiate preferred towing, repair shop, and rental car services; notify insured’s contacts; and assign a claims adjuster. Offer virtual or touchless claims where feasible (e.g., for minor and moderate damages) with digital technology that enables a fully automated claims journey from notification to pay-out. Touchless claims involve no or minimal human intervention unless the customer requires one.
Use Case Summary
Establish a telematics-enabled digital claims concierge that helps fast-track the notification and claims adjudication process through more accurate assessment of the event based on insights from connected sensor data or photo/video images. Enhance the claims adjudication process through reconstruction or dynamic playback of the event.