Involve the policyholder.
Improve the process.
ClaimXperience provides insurance companies with important tools that help claims representatives work more effectively with policyholders. Involving the policyholder more deeply in the claims process offers a range of benefits that can help improve customer satisfaction and reduce claims-handling costs.
Almost all policyholders have access to computers and most carry a sophisticated computer with them nearly everywhere they go: their smartphones. With the Internet access smartphones offer—along with specialized apps—policyholders can easily interact with their claims representatives and exchange important information. Policyholders aren’t waiting or guessing what is happening with their claim. They are directly involved and part of the process. Insurance companies can offer their policyholders the opportunity to collaborate online, to help build contents inventories, to use the camera on their smartphones to send photos and video of a loss site, to exchange information, and to use an advanced tool that helps them learn about and confidently choose a restoration contractor or specialist.
Reduced Claims-Handling Costs
ClaimXperience solutions work effectively for all types and sizes of losses. But for most insurance companies, the immediate benefits are found in smaller losses. These losses present an opportunity to build loyalty with outstanding customer service and to reduce claims-handling costs. The cost to send an adjuster to a small loss often rivals or exceeds the cost to settle the claim. Since the vast majority of claims are smaller, effectively handling small claims is crucial to controlling claims-handling costs. ClaimXperience solutions offer huge claims-handling cost savings while at the same time offering the unprecedented ability to precisely determine the cost to repair the loss.
Policyholders use their smartphones to take photos, shoot video, make phone calls, text, send emails, and much more. ClaimXperience allows the policyholder and claim rep to use those familiar tools to exchange information in a wide range of formats.
With ClaimXperience video collaboration, claims processing can begin as early as the first notice of loss. Within minutes, the policyholder can receive an email, download the app, stream video of the loss to the adjuster, and receive an estimate and settlement payment. The process works effectively for property, contents, and auto adjusters as well as underwriters creating property valuations and liability adjusters assessing a claim.
Shortly after a loss that involves personal property, the claims representative can send the policyholder a link to a user friendly, company-branded Contents Collaboration website. The secure site helps the policyholder build an inventory of items and to exchange information with the claims representative.
Choosing the right contractor is a critical choice for a policyholder that can make the difference between a fast and satisfying restoration experience and a highly frustrating one. Even though the contractor-policyholder contract is not part of the insurance company-policyholder relationship, a bad experience can hurt insurance company satisfaction ratings and lead to calls, supplementals, and other contacts after the claim is settled. With ClaimXperience contractor selection, claims representatives can provide an independent resource for policyholders that will help them make an informed choice and offer a much better chance of having a successful restoration experience.
New technology provides policyholders with self-serve options, available 24/7, that also provide insurance companies with full documentation and fraud prevention.