A picture speaks a thousand words. More in fact, because only a true picture of a claim scene can show an insurer what they need to understand the circumstances and results of that event. For insurers, viewing the full scene of the accident and seeing the evidence for themselves — in order to separate the fact from potential fiction — is a huge element in managing risk.
Within the treasure chest of digital claims, the first bounty is structuring the claims journey so that evidence submitted in text format is subsequently supported and verified by a request for photographic or video evidence. It is one of the most powerful (and subtle) anti-fraud strategies insurers can deploy. Customers seeking to exaggerate a claim have no options to substantiate their words when video evidence is requested. Pictures are easy to edit and send, videos very much less so. And for genuine customers, there is genuine comfort and reassurance in the ability to ‘show’ rather than ‘talk’ about the circumstances of their loss.
For claims handlers, extrapolating truth from words on a claim form is difficult. The claimant relates these words to pictures in their heads. No such pictures appear for a disconnected party reading them. With photos and videos, this capability transforms into the highest and fastest standards instantly.
Historically, improving customer service has been a double-edged sword — the better the service, the higher the operational cost because satisfaction on calls takes time and people. Satisfaction in digital claims rests on the most important factors for policyholders: speed of settlement, notifications during the process and the ability to provide evidence in the same way they share everything else… using their phones and tablets.
So far then in digital claims, the power of dynamic eFNOL and the advantages of seeing the claim. Both of which help to reduce operational costs while improving customer satisfaction.
Stay tuned for more…
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