October 26, 2020

When the insurance expert no longer knocks on the door, but on your mobile




The Covid-19 drama has changed much of the Spanish economy. Teleworking has been implemented like never before thought it could be done; companies have reinvented themselves to survive; and many companies are using technology to maintain their services. This last case is that of the insurers’ union, which has given many green light to remote expertise, that is, the video expertise. Many of them have joined this alternative due to customer reluctance or difficulties in moving during the alarm state.

«The expert calls the client, offers him the possibility of making the visit and, if he prefers not to be in person, he offers him the video expertise. Then, when the time comes, he sends a link to the client -to his mobile phone- so that he accepts and the expert can connect to his phone and see through the camera, “he explains. Antonio Gutierrez, director of Prepersa (from the Catalana Occidente group). A very simple process that in this company has been recently implemented to continue with the processing of the parts. In your case, Before the coronavirus they performed all the tests in person, but the confinement has turned the system upside down. In the first two months of the state of alarm, 37% of the group’s appraisals were carried out through video peritation compared to 63% in person.

In AXA the situation is quite similar. Although this insurer had been using this system for its clients for a long time, it was in the Covid stage when the trend has exploded, for good. In the first five months of 2019, the company used this formula in 849 “non-car” claims, compared to the 2,724 video inspections it carried out between January and May 2020, that is, 220% more. Likewise, in general terms, not only of “no auto”, the videoperformances in AXA in all branches accounted for 16% of total claims up to 6,000 euros last year, while in this year they already accounted for 23%. Seven more points in year-on-year terms, with the drama of the pandemic as the main accelerator of this trend.

Many insurers have given the green light to remote expertise, that is, video expertise

«It is a means and not an end. It is a technology applied so that the professional who has to assess damage can do it remotely. What really has great value here is the expert work, which is done through a digital medium, “he says. Arturo López-Linares, Claims Director of AXA Spain. In addition, it indicates that it is allowed, in this way, that the expert does not have to travel to each place. In sum, greater flexibility in an extraordinary situation such as that of the Covid-19, since it makes it possible to remotely do the whole process of going to the home, closing the appointment, returning to the office, preparing it …

According to López-Linares, this trend is called to continue growing for the current situation. «We overcome the alarm state but the situation is not going to be completely normalized. At AXA we will continue promoting it for all the advantages it generates for the client. And, also, it reduces the overall time of compensation by more than 10 days, “says this expert.

Antonio Gutiérrez, from Prepersa, agrees that video expertise is not going to disappear overnight with the so-called “new normal”. On the contrary, this will already be one of the “family” of insurers. «Both types of expertise will coexist, but always from that perspective of adding value to the intervention of the expert “, he indicates. In any case, if a user prefers face-to-face care, this will be done in each incident. But the experience of these months makes insurance companies think that this dynamic will gradually gain more weight.

Expert-repairman relationship

Likewise, from AXA they emphasize that the use of technology is not only an advantage for dealing with the client, but also for the relationship between the expert and the repairman of the accident. “The uses that we can give to a video expertise are not limited to when there is damage; It also has very interesting uses between expert and repairman, to know what materials you need, how many meters of each material … This greatly reduces time for the client, “explains López-Linares.


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