Four tips for faster and easier insurance claims

Making an insurance claim can often be a time-consuming and frustrating process for customers, especially if they have been involved in an accident and need significant repair work on their vehicle.

It’s crucial that insurance assessors and repairers provide a seamless process to ensure a good customer experience. If the claims process is cumbersome, or customers don’t receive good customer service, they are unlikely to stay with the insurer.

There are four ways to ensure a smooth claims process for all stakeholders involved, including customers, insurance staff, assessors, and repairers.

Improve stakeholder communication: key to good customer service is effective communication. This doesn’t just mean between your business and the customer, but among all involved parties. Keeping your customer across any critical updates from suppliers, repairers, etc. can help to build a good relationship with the customer.
Enhance customer engagement: good customer communication doesn’t stop when their vehicle is repaired. It’s important to follow up with the customer after repairs are conducted to check everything is running smoothly or see if they have any feedback for the suppliers and repairers involved.
Invest in the latest technologies: investing in the latest technologies can ensure your company is using the most up-to-date software and features available to provide customers with the best service. Deploying cloud-based technology solutions that integrate artificial intelligence and machine learning capabilities, among others, can help the claims process run smoothly from start to finish. This also includes engaging with repairers and suppliers, to encourage them to use updated software solutions that integrate with your systems.
Provide accurate assessments: providing fast, accurate assessments is crucial when it comes to making sure your claims process is easy and low stress for customers. Working with repairers, assessors, and technologies to facilitate more accurate assessments can help you provide the right information to customers as quickly as possible.

Australian motor insurers have been working with EstImage for nearly 20 years to keep pace with the technology evolution, stay ahead of the competition, and provide the best support to their customers throughout the claims and repairs process.

For more information about how to harness technology to meet your business and customer needs, contact EstImage today.