From Assessment to Outcome: How EstImage Motor Gives Insurers the Edge

Improving Outcomes Starts Earlier Than Assessment

For insurers, motor claims performance is shaped across the entire claims lifecycle, from first notice of loss through to settlement and reporting. Outcomes are rarely determined at a single point.

EstImage Motor is designed with this reality in mind. Rather than focussing solely on assessment, it supports insurers wherever joined up claims activity can deliver speed, accuracy, coordination and better customer outcomes.

The result is not only faster claims processing, but stronger control, clearer visibility and more consistent outcomes for insurers and their customers.

First Notice of Loss: Setting the Foundation Early

The claims experience begins at first notice of loss, where speed and clarity directly influence customer confidence. EstImage Motor reduces time spent gathering basic information by using automation to help plot the vehicle and owner location and identify a repairer with the right profile and proximity for the claim.

This reduces manual referencing, early errors and delays in customer conversations, allowing claims to progress more quickly.

Through EstImage Connect, insurers can also gather images early in the process, including directly from customers where appropriate. Early engagement builds trust and establishes a clear, informed starting point for the claim, increasing the likelihood of a smoother journey overall.

Triage and Assignment: Getting the Right Claim to the Right Place

Once a claim is lodged, effective triage and allocation are critical. Early decisions determine whether a claim progresses efficiently or becomes delayed by rework, bottlenecks or misalignment of expertise.

EstImage Motor supports automated allocation to assessment centres and repairer networks, including access to approximately 2,500 EstImage repairers across Australia. Workflow routing is based on claim type and severity, ensuring that simple repairs, complex damage and potential total loss claims are handled by appropriate resources from the outset.

This improves early flow through the repair lifecycle and increases overall claim velocity.

Assessment and Damage Evaluation: Consistency Without Compromise

Assessment remains one of the most time consuming and cost sensitive stages of motor claims. Variability in quoting systems, assessor judgement and repairer practices can drive inconsistency and inefficiency.

EstImage Motor standardises assessment outputs regardless of the quoting system used. Quotes are presented in a consistent format, allowing side by side comparison of quoted and assessed amounts. Built in functionality supports AI based damage detection, registration and VIN lookups, vehicle value references, parts information and total loss determination.

Embedding these services into the workflow reduces reliance on subjective judgement alone, improves decision quality and minimises delays caused by clarification or dispute.

Repair Management and Coordination: Visibility Where It Matters

Once a repair pathway is confirmed, coordination between insurers and repairers becomes essential. Delays at this stage often stem from fragmented communication and limited visibility.

Structured communication is enabled through EstImage Online for repairers, which connects directly with EstImage Motor for insurers and assessors. Inputs from the Bodyshop Management System used in workshops flow into EstImage Online, reducing touchpoints while providing real time insight into repair timelines and status.

Repairers benefit from a fair and efficient way of working, while insurers retain oversight without adding friction. Streamlined approval workflows further reduce administrative overhead and keep claims moving towards resolution.

Settlement, Payment and Closure: Reducing Friction at the Finish Line

Settlement and payment are critical moments in the claims journey. Delays here can erode customer trust and increase operational cost.

EstImage Motor’s workflow automation and system integration ensure data is accurate, visible and consistently captured throughout the lifecycle. By settlement, the information required for approval and payment is already in place, supporting faster closure.

Approvals are maintained within EstImage to enable automated invoicing and are visible in claim level audit reports if required later.

Automation and Communication: Removing Delays Between Stakeholders

Automated communication across insurers, assessors, repairers and policyholders plays a central role in reducing delays. EstImage Motor enables automated notifications and alerts at key workflow stages, ensuring the next stakeholder is informed as soon as action is taken.

Because EstImage operates as a shared workflow and communications environment, actions by one party automatically enable the next step. Task management and follow ups are embedded, preventing claims from stalling.

This transparency supports stronger collaboration, fewer errors, reduced duplication and faster decision making. Repairer feedback consistently highlights shorter cycle times, fewer follow ups and smoother coordination.

Driving Consistency Across Assessors and Repairers

Consistency is essential for insurers managing cost, performance and fairness across repair networks. EstImage Motor ensures all participants work within the same structured environment.

Assessors and repairers see the same data structures, workflow expectations and relevant content. Mandatory fields, shared logic and standardised data sources reduce variation in assessment and documentation.

Importantly, EstImage does not require insurers to change their unique processes. Insurers can configure EstImage Motor to support their own approaches, allowing competitive differentiation to be leveraged rather than constrained.

Comparable assessment outputs also give insurers visibility into network behaviour, making it easier to identify outliers, benchmark performance and address issues proactively.

Analytics and Continuous Improvement

Beyond individual claims, EstImage Motor supports performance monitoring and continuous improvement through EstImage Reporting. Insurers can access real time data, automated and customised reports, and smart lists covering claim status, cycle times, cost trends and supplier and team performance.

Consistent workflows and data capture enable confident analysis and targeted action, allowing insurers to improve outcomes systematically rather than reactively.

Compliance Built Into the Process

Compliance is embedded by design within EstImage Motor. The platform records a complete audit trail of all actions, supporting transparency and defensibility under the General Insurance Code of Practice.

Standardised workflows and mandatory fields support fair and prompt claims handling while aligning with APRA expectations around risk and control frameworks. EstImage Motor supports requirements relating to operational resilience, service provider governance and critical claims operations.

The EstImage suite complies with Australian privacy legislation, aligns with APRA information security expectations and holds an unqualified SOC 2 Type II audit conducted by KPMG. Dashboards and monitoring tools further support oversight and escalation where required.