8JULY - 2023OPINIONIN MYDRIVING CHANGE IN MOTOR CLAIMSBy Kosta Biris, LL.M, Head of Claims, Australia, New Zealand, HDI Global Specialty SE There have been huge advances in technology, but the insurance market is still largely playing catch up compared to many other business sectors. Manual processes and the double capture of information continue to persist resulting in often-clunky customer experiences. But change is now coming to the motor insurance claims space and implementation of such changes are starting to accelerate says Kosta Biris, Head of Claims, HDI Global Specialty SE ­ Australia, New ZealandInsurers across the board have embraced technology when it comes to the sales process, with major advances in the customer experience when obtaining a quote, purchasing, or renewing policies. But it is in the area of claims, the moment of truth from a policyholder's perspective, that digital investment is now being focused. And not before time. A motor claim in Australia and New Zealand, in the main, is still very much a manual and multi-step experience either via telephone or an online form that generates a follow-up phone call and the need to travel to and from repairers for the purposes of obtaining quotes. This process is increasingly being exposed as antiquated and not fit for purpose, particularly in the wake of Covid-19 which has accelerated consumers' comfort and familiarity with devices, apps, and QR codes in nearly all aspects of daily life. In fact, it is fair to say that online is now the preferred method of interaction for many, even for those from older generations.HDI Global Specialty understands the ability for a policyholder to be able to notify a motor claim online - with an immediate notification to the broker ­ will vastly enhance the customer experience. It will enable the broker to quickly contact the policyholder and assist and support them instead of doing the notification on behalf of the customer. Taking the experience, a step further, the policyholder should also be able to select a repairer of their choice via the online mobile claims' notification process including the uploading of digital images. These digital images are key to the process and should be captured immediately at time of the claim. Seamless integration with the repairer will then allow them to prepare the quote and estimate without having to take the vehicle in physically. Looking further forwards digital technology and AI (artificial intelligence) could be used to predict and scope the estimated damage to a vehicle from a simple photograph. This technology is still finding its way in the Australian and New Zealand insurance markets, but it is already being applied in other parts of the world and is very much a reality and the future.NetworkingInsurers also need to have a clear repair network strategy in place and be able to match those repairers with the appropriate equipment and technical skills to the particular vehicle type involved, if they are to ensure the vehicle is restored to the standard and quality the customer would expect.The aim is for the development of a seamless automated process between the claims department and repairers including interaction with and updating of policyholders and brokers throughout, whilst at the same time taking out all unnecessary duplication. The end goal for HDI Global Specialty is to reduce claims handling expense and claim cycle time, ultimately controlling the overall claims spend and customer satisfaction levels. HD Global Specialty's outsourcing model for motor means that third Kosta Biris
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