3 reasons assessors need a virtual inspection tool

Since the pandemic, the insurance industry has been forced to adopt new technologies, and while some of those technologies did not serve the customer or the insurers, there are others, like virtual inspections, that have done both. Within the assessment and repair process, virtual inspections are critical to improving customer service and lowering costs for an insurer. 

The EstImage suite of products includes a virtual inspection tool, EstImage Connect, using technology to link the assessor directly with the insured or repairer/ supplier to closely simulate an in-person assessment. The process begins with an assessor sending a request directly to the on-site contact and starting a call. They can view the accident scene or damage via live video and capture photos as claim evidence and even interact with the insured via real-time video streaming; without requiring the customer to download an app. Once the call is complete, all of the collected data is available for the assessor to use in completing their assessment report. 

Here are three ways virtual inspections be used within the assessment and repair process: 

Rural or remote assessment 

Australia is vast, and putting an assessor on-road to inspect a rural or remote location has often been essential. Unfortunately, the travel time eats into the productivity of the assessor as the likelihood of a cluster of claims in these locations is low. A virtual inspection tool, however, allows an assessor to view the damage, capture photos, and discuss the damage and insurance process with the insured, helping to replicate an in-person inspection without losing the customer experience. 

Catastrophe

When a catastrophe strikes, it can be days and even weeks before assessors can physically get to a location. This can delay the claims process and create unhappy customers. With a virtual inspection tool, assessors can work with customers or suppliers already on the ground to commence the process of confirming the incident and validating the repair. 

In the event of a hail catastrophe, depending on the location of the hail, there can be masses of vehicles that need an inspection, and while the standard approach is to use a hail shed, a virtual inspection tool can lead to greater efficiencies. The virtual inspection tool can allow assessors to work directly with both a repairer, to view many vehicles in one session, or with those more vulnerable within our community who may not be able to visit a hail shed. 

Geographical spread

Juggling assessors across a large geographical location can be challenging. For example, when there are a handful of jobs on the Gold Coast and a couple of jobs in Northern NSW and a couple more in Brisbane. When you add up the travel time between these locations, you can see how you would need multiple assessors to get to them all in one day. However, if assessors used a virtual inspection tool, like EstImage Connect, fewer assessors are required to service all of the geographically-dispersed customers. 

The use of virtual inspection tools is critical to streamlining the assessing and repair process without jeopardising the customer experience. 

EstImage has been a trusted partner to Australian general insurers, providing cloud-based technology for the past two decades, helping insurers keep pace with technological evolution, gain a competitive edge, enhance the customer experience throughout the claims and repair process, and comply with regulatory requirements.

For more information about how the EstImage product suite can help your business streamline the claims process, contact the team today.