Involve the policyholder. Improve the process.
Now claims representatives can truly collaborate with policyholders. Involving the policyholder more deeply in the claims process can help improve customer satisfaction and reduce claims-handling costs.
Increase Customer Satisfaction
Policyholders today expect a high level of service that works around their schedule, not yours.
Policyholders who are closely involved in the claims process from start to finish are more likely to be more satisfied with the experience.
Plus, faster resolution means happier customers.
Reduce Claims-Handling Costs
Gain the advantage of “eyes-on-site”—right from the desk. ClaimXperience Video Collaboration helps you effectively triage the claim and assess the severity of damage. With greater accuracy, you can directly settle more claims, saving the cost of an on-site visit. And when an onsite visit is needed, you can send the right person the first time.
How it works
Policyholders use their smartphone or tablet to show damage directly through video and photos.
Videos and photos are automatically attached to the claims file through the ClaimXperience stand-alone solution, or through XactAnalysis or Xactimate — allowing adjusters, claims handlers, contractors, and other claims participants to view all documentation.
Claims processing can begin as early as the first notice of loss. Within minutes, the policyholder can receive a text, download the app, stream video to the adjuster, take photos, and receive an estimate or settle the claim.
Video Collaboration is effective for structural property, contents, and auto claims. It’s also helpful for underwriters creating property valuations and liability adjusters assessing claims.
Learn more about ClaimXperience Video Collaboration.
Self-serve options empower policyholders to report a claim using first-notice-of-loss tools and document a loss 24/7 with ClaimXperience Upload Request.
Policyholders can also log in to check the status of their claim.
With a loss involving personal property, policyholders can visit a user-friendly, company-branded website that helps them build an inventory of items and exchange information with a claims representative.
Policyholders simply log on to the site and build their inventory using an exclusive contents database containing millions of personal items.
The right contractor can make the all difference between a satisfying restoration experience and a highly frustrating one.
Contractor Selection provides an independent resource for policyholders to make an informed choice.
All listed contractors are vetted according to strict performance guidelines, which helps ensure the best possible customer experience.
Learn more about Contractor Selection.