At our last global webinar, What’s Next: A Deeper Dive into Digital Transformation, attendees submitted questions to Solera’s leadership team. Today we’re answering some of those raised on how Solera’s Modern Workflow approaches detecting vehicle damage with digital solutions.
Will making the claims process “too easy” through guided steps that explain the approval process encourage/facilitate fraud? How will image capture differentiate between preexisting and accident-related damage?
In our previous blog, we touched on our future use cases. One of the first use cases we are bringing to the market is Claims Check, which gives the insurer the ability to collect images of the vehicle’s condition at policy inception. Tackling one of the first instances of fraud for many countries, to confirm the vehicle in question does actually exist. If a claim is then made at a later date for any accident damage, the driver would use that same image capture technology to once again take images of the vehicle and damage at FNOL.
Our AI technology then uses the vehicle’s pre and post images to instantly detect what damage was preexisting and what damage was caused as part of the accident, resulting in reduced fraudulent claims and ensuring insurers only pay for accident-related damage on the vehicle.
What is Solera’s AI and machine learning solution’s capacity to identify and detect hidden damages?
If you take images at face value for the damage you can see, you will never have an accurate assessment. But combining the images with Solera’s data science and repair science allows our solutions to better understand the potential damage that cannot be seen by the camera.
By leveraging Solera’s wealth of historical repair data, our solutions are trained to predict—based on the type, level and size of the visible damage—what hidden parts of a vehicle may be damaged and/or need replacing.
We can create a cluster of claims that previously existed for a specific vehicle with a specific type of damage. Using those analytics, we’re able to preload an estimate based on the estimates of previous repairs to see down to the nuts and bolts level what may be damaged.
There is no replacement for human interaction, and this technology is not meant to replace experienced employees. Someone will always need to look under the hood to check and verify the extent of damage, but our intelligent AI and repair science can support all parties involved by saving time and boosting efficiencies.
Want to get involved in the conversation? Register for Solera’s next webinar.
We are writing to let you know that Solera Board Member and Vista Operating Principal Darko Dejanovic has been named Solera’s Interim CEO, taking over for Jeff Tarr who informed us he will be stepping down. We are grateful for Jeff’s contributions and focus on customers and growth, and we wish him the best.
Learn More >>
This past spring, the Solera leadership team hosted two global webinars, COVID-19: What’s Now and What’s Next and What’s Next: A Deeper Dive into Digital Transformation, discussing the future of the industry. Attendees had an opportunity to participate in a Q&A session following the webinar, and today we’re highlighting some of the questions raised.
How is Solera future-proofing technologies regarding changes in materials? What is the company doing to ensure solutions remain relevant and on point?
Leveraging the power of our repair science alongside data science is part of our future-proofing. Our approach ensures we are continuously training our solutions on the latest vehicles that come out with new technologies and unique modifications that we’ve never seen before. As a key aspect of our strategic approach to the modern claims workflow (and as part of our implementation into our customers) we have embedded a feedback loop that will continuously learn from new data coming in to the system. So, not only do we internally detect that there are things we need to look at and train further, but our customers also help us to continually learn.
As soon as we get new information, we feed it into the machine. We look at outputs and compare them to original estimates. What changed during the repair cycle? Why were the supplementaries issued? What was missed by either the system or the human? And we continue to loop and teach the machine.
What are the next use cases Solera will bring forward?
We’ve identified approximately 70 different use cases that are examples of digitalization of the claims workflow. They range from a pre-inspection prior to a claim being underwritten by the insurer to check the condition of the car, all the way through to the end of the process, during authorization and parts buying to ensure the body shop can conduct the repairs.
We’re currently focusing on our core—FNOL and estimatics—and we will build on those by bringing iterative use cases to the market. We’ve already worked it through into our solutions, and it’s going to be part of a pre-integrated approach, so we won’t ask customers to go away and build new solutions that integrate with our technology. Our strategic approach delivers value on day one.
Want to get involved in the conversation? Register for Solera’s next webinar.
At Solera, the power of our solutions lies in our hybrid approach of combining data science and repair science to accelerate the adoption of automated estimating. With repair rules configured in the technology, our solutions are able to automatically calculate repair times, identify required parts, and generate accurate costs in a way that is transparent and aligned between insurers and repairers.
- Categorize images
- Detects parts, damage and severity
- Calculates repair times
- Identifies spare parts
- Influences pre-estimate
Leveraging these two building blocks of data science and repair science reduces complexities for claimants and speeds up the overall claims cycle.
PART MATERIALS IMPACT: REPAIR V. REPLACE
If AI technology detects a medium-sized dent on the left rear side panel of an Audi TT Mk1, which is made of steel, it can determine the left rear side panel is repairable. It can also determine the necessary materials cost and associated labor.
However, if the vehicle were an Audi TT Mk2 and had the exact same level of damage, the left rear side panel would most likely need to be replaced since this model’s left rear side panel is made from aluminum.
Knowing the parts material impact upfront can completely shift the workflow—i.e. In the Mk2 example replacement parts now need to be ordered, the vehicle will be triaged to an aluminum specialist and the repair costs and operations will be adjusted.
MODEL SELECTION IMPACT ON PART COST
Another example of repair science would be AI detecting a damaged headlight on a 2017 BMW 3-Series. The replacement cost of an LED headlamp is around $1,700, whereas the standard model’s headlamp costs $442.
And in this example, it’s not only the cost element impacted but also the reduced cycle time of ordering the correct parts as early as possible in the workflow to improve the overall customer journey.
AUTOMATING THE REPAIR PROCESS
Automating the repair estimating process is the holy grail in managing the claims cycle. But while you can teach computers to detect parts and damage through computer vision, the same cannot be said about teaching computers how to repair vehicles. That’s where Solera’s decades of experience in the car repair business, and the resulting wealth of global insights and data at a granular level, comes into play. These influences configure the systems that help calculate the repair times and costs, and ultimately position Solera’s hybrid approach of combining data science with the right repair science to accelerate automotive repair automation.
In the automotive industry, we know artificial intelligence and machine learning technologies help reduce claimant complexity, speed up the claims cycle, and deliver an overall better customer experience. They can also deliver real-time results to insurers, repairers, and consumers regarding:
- Accurate, consistent and faster estimations
- Increased triage accuracy
- Automation at process of payment
- Reduction of supplementary estimates
- Faster parts ordering
- Quicker approval and/or settlements
- Early detection of total loss
And then, of course, there are self-driving cars, which rely on a continuous, uninterrupted stream of data and instructions to be autonomous.
However, it’s important to not only focus on the measured outcomes of this technology: cost, efficiency gains, speed and safety—but it’s critical to focus on how the AI accomplishes its automation of certain tasks, particularly in the automotive space where safety is key.
The human-in-the-loop approach reframes and prioritizes the human-computer interaction, in a design to build smarter systems that incorporate useful, meaningful human interaction.
It is good practice (and a necessity in the automotive industry) for A.I. and machine learning systems to always be designed with a human-in-the-loop component that can intervene when necessary—whether that be flagging something in the claims cycle or overriding a self-driving car.
At Solera, we’re building intelligent systems for humans to enable us to accomplish more in a smarter way. The human augments the technology with their expertise (or repair science, in our case), creating an unbeatable blend of human and technology.
This repair science is where future-proofing comes in. Solera continues to train our solutions as new cars come out with slightly different shapes, slightly different angles. There will inevitably be things no one has seen before—and that’s why we continue to teach the machine.
The “human in the loop” is never simply a checklist item where someone is given minimal oversight of the algorithms. One of the things we pride ourselves on at Solera is our team’s extensive and collective experience in the industry, which provides a true understanding of how the intelligent designs work in the automotive space and helps validate the output.
INTRODUCING SOLERA’S NEXT GENERATION OF QAPTER, AN INTELLIGENT END-TO-END ARTIFICIAL INTELLIGENCE AUTOMOTIVE CLAIMS PLATFORM
Leader in automotive and insurance solutions and services will deliver first globally available AI-based solution enabling end-to-end automation of the claims workflow
June 30, 2020, Westlake, Texas – Solera Holdings, Inc. (“Solera” or the “company”), a global leader in risk and asset management data and software solutions for the insurance and automotive industries, today introduced the next generation of Qapter, the company’s innovative automotive claims workflow solution driven by artificial intelligence (AI).
Solera’s patent pending AI-based technology will provide the industry’s only globally available end-to-end solution for full digitalization of the modern claims workflow. Solera has made strategic investment into core machine-learning capabilities that will radically transform the claims workflow process.
The company’s AI has the capability to detect damaged parts, determine the type and severity of damage, define appropriate vehicle manufacturer repair operations and create an estimate based on these pre-defined repair operations. Automation tools improve the process of triage claims workflow, speed up reviews of damage photos, rapidly improve identification of total loss vehicles, and support identification of the next best action for repairable vehicles. These capabilities all save time, speed up the claims process and shorten the lifecycle of a claim for insurers, body repair centers, assessors and vehicle owners.
By blending the company’s proven repair science technology with over 300 million historical claims, one billion historical images (and growing), and 50 years of experience, Solera’s best-in-class data feeds enhanced machine learning algorithms to drive efficiency and increased accuracy. This integrated approach provides superior accuracy and performance compared to rudimentary standalone simple AI image recognition point solutions that have limited repair data and provide minimal benefit in digitizing the claims process.
As noted by Darko Dejanovic, CEO, Solera, “Implementing AI will drive huge efficiency gains, but above all, the extent of such gains are determined by accuracy. This accuracy depends on the quality, not just the quantity, of the data and images that are used to train the algorithms, as well as the supporting historical damage estimate. This historical data more thoroughly trains the algorithms, not simply on the repair itself, but also on the broader context of the damage.”
The industry has already begun to evolve to meet unexpected market conditions brought on by the COVID-19 pandemic with an enhanced focus on providing digital-first and touchless claims experiences for customers which support social distancing while protecting employee and customer health and safety. As an example, Solera’s image capture capabilities allow for initiation of a claim through a fully digital interaction where the customer provides images of vehicle condition and damage directly from their phone to the insurer or repairer, eliminating the need for face-to-face interaction.
“With leading claims platforms currently available throughout North America, Europe, Latin America and Asia Pacific, we are excited to provide even more value to our customers by making current platforms ‘smarter’ through the use of AI and supporting a seamless transition from existing solutions to the new platform. We’ll be working closely with our customers to deliver this functionality over the coming months and provide regular releases across markets,” continued Dejanovic.
For more information about Solera’s approach to AI in the claims workflow with the next generation of Qapter, visit https://www.qapter.com.
Solera is a global leader in risk and asset management data and software solutions, empowering companies across the automotive and insurance ecosystem with trusted solutions to support connectivity across the vehicle value chain. Solera’s solutions bring together customers, insurers and suppliers, empowering smarter decision-making through service, software, enriched data, proprietary algorithms and machine learning that come together to deliver insight and are designed to ensure customers’ vehicles and property are optimally maintained and expertly repaired. Solera is active in over 90 countries across six continents, processing more than 300 million digital transactions annually for over 235,000 customers and partners. By drawing on the market-leading solution capabilities and business process best practices from its technologies around the world, Solera provides unsurpassed scale and strength with superior performance while delivering innovation to move the industry forward. For more information, visit www.solera.com.
Global Director, Public Relations and Analyst Relations
SOLERA AUDATEX LAUNCHES IMAGE CAPTURE SOLUTION IN RECORD TIME FOR MULTI-NATIONAL INSURER, AXA, IN THE UNITED ARAB EMIRATES
Custom, digital process is fast and easy for customers to use, and allows for continuous support of new policy approvals and renewals without requiring physical interaction.
DUBAI, UNITED ARAB EMIRATES, JUNE 2020: Solera Audatex (Audatex FZ LLC), part of Solera Holdings, Inc., a global leader in risk and asset management data and software solutions for the insurance and automotive industries, today announces the rapid implementation of Audatex Image Capture for use in claims underwriting for AXA, one of the leading global insurers in the region.
AXA in the Gulf has been in partnership with Solera Audatex in the UAE for multiple years. Given the current conditions of the industry brought about by the Coronavirus pandemic, AXA sought an innovative and safe way to simplify and speed up the underwriting process for their customers without requiring physical interaction.
Audatex Image Capture is an intelligent web application delivering smart images that gives the insurer valuable insight into a customer’s vehicle condition without requiring the customer or assessor to travel. In the current era of social distancing and continued government regulations encouraging people to stay home, this digital solution is saving time, improving efficiency and keeping people safe.
In just a few short hours from request to delivery, the Solera Audatex team created and launched a bespoke, fast, digital process to support AXA’s underwriting needs, using Image Capture. This included testing and training of the AXA claims team.
Here’s how the solution works to support the underwriting process for AXA:
- Image Capture sends a message to the customer and thanks them for interest in buying Motor Insurance. The same message also instructs them to click on a link to a customized AXA portal.
- The customer is then guided through an intuitive, step-by-step process to capture all required images for a new policy or renewal, with no app download required.
- AXA receives the images immediately in high quality and is able to record the existing condition and details of the vehicle required to provide accurate quotation.
The Image Capture direct messaging process outlined above, which was already in use for AXA’s motor claims processing in the UAE, has a 70% success rate with customer participation.
“Safeguarding the health, safety and protection of our customers is our utmost priority. As such, at AXA we are glad to have a smooth and efficient digital solution readily available to meet the growing demands of car insurance as more and more people begin using personal vehicles versus public transportation in the coming weeks. We appreciate the quick response from Solera Audatex in getting this process moving quickly, which will help us meet the market need from customers,” said Stefan Schrey, Head of Claims at AXA Gulf.
AXA has been a multi-national partner with Solera since 2006, working with the company in France, Belgium, Germany, Spain, Mexico, UK, Poland, Ukraine, Singapore, South Korea, Turkey, Italy, GCC, Czech Republic, Slovakia and Greece. They are also co-shareholders of another Solera business unit in France, Sidexa.
“We’re happy to partner with AXA to quickly provide them with the right solution to help them overcome the unforeseen challenges brought on by this pandemic,” said Arnaud Agostini, Regional Managing Director, Solera Middle East. “Image Capture brings a whole range of benefits to both insurers and their customers, providing a fully digital solution to save valuable time and ensure continuous operations while enhancing the overall customer experience.”
Image Capture also enables bodyshops to send their customers a customisable SMS request for images of their vehicle’s condition and damage, via their smartphone. Upon return of images from the customer, the bodyshop receives an email notification and can instantly access the images provided to begin triage immediately with increased accuracy. Using the additional images provided, bodyshops can begin the damage estimation process, gain early repair authorisation and pre-order required parts, all before the vehicle has arrived on site, reducing key-to-key times and improving customer experience and satisfaction.
For more information about Image Capture and Solera Audatex operations in the UAE, visit: https://audatex.ae
ABOUT SOLERA AUDATEX
Trusted the world over, Solera Audatex has redefined global knowledge and data insight in risk and asset management since 1987. Through unrivalled integrated technology, we connect people, insurers and suppliers, empowering all to make quicker, smarter decisions. Part of the Solera group, we consistently challenge expectations through continuous investment and digital innovation.
Solera is a global leader in risk and asset management data and software solutions, empowering companies across the automotive and insurance ecosystem with trusted solutions that adhere to the highest standards of data privacy, security and integrity to support connectivity across the vehicle value chain. Solera’s solutions bring together customers, insurers and suppliers, empowering smarter decision-making through service, software, enriched data, proprietary algorithms and machine learning that come together to deliver insight and ensure customers’ vehicles and property are optimally maintained and expertly repaired. The company is active in over 90 countries across six continents, processing more than 300 million digital transactions annually for over 235,000 customers and partners. By drawing on the market-leading solution capabilities and business process best practices from its technologies around the world, Solera provides unsurpassed scale and strength with superior performance while delivering innovation to move the industry forward.
AXA, one of the largest global insurers, is a worldwide leader in Insurance and Asset Management with a purpose of empowering people to live a better life. In the Gulf region, AXA has been present for 70 years, offering a wide range of insurance products and services for corporate, SME and individual customers.
AXA in the Gulf is one of the largest international players in the G.C.C., covering the UAE, Oman, Bahrain and Qatar markets, with a workforce of over 800 employees, 25 branches and retail shops region-wide and over 1 million customers. With a range of products and services tailored to each customer, covering property & casualty insurance and life & health insurance, AXA in the Gulf is a multi-lined one-stop shop insurer.
Additionally, AXA is focused on helping the world better face climate risk, whilst also extending protection and risk knowledge to the public, in an effort to contribute to global economic development and become a trusted partner for customers in the region.
BioID liveness detection automates Digidentity’s identity proofing for British government service GOV.UK Verify
Nuremberg, Germany and The Hague, Netherlands – June 17th, 2020 – German biometrics company BioID and Dutch identity provider Digidentity, part of Solera Holdings, Inc., collaborate to offer a completely automated identity proofing process to the British government. Digidentity delivers state-of-the-art, certified identity solutions with high levels of assurance complying with eIDAS, KYC and AML regulations. For fraud prevention and automation, these are supported by the anti-spoofing liveness detection technologies from long-term partner BioID.
As a certified identity proofing service provider, Digidentity verifies over 20 million identities and their technology processes more than 300 million authentications a year. Offering remote identity verification for GOV.UK Verify, Digidentity enables the British public to access a wide range of governmental services online. Among other security features, facial recognition and biometric liveness detection by BioID are used for verifying the ID ownership and deterring fraud by presentation attacks. When validating identity online, a crucial and mandatory element to preventing identity fraud is to make sure the physical and digital person are genuinely connected. Digidentity’s trusted solutions streamline the process in real-time making human intervention unnecessary in most cases.
Scaling GOV.UK Verify identity proofing during COVID-19
COVID-19 has boosted the growing need of an autonomous solution to replace physical face-to-face governmental services. To maintain public administration, remote identity verification with high levels of assurance is required for a huge number of users. Within a few weeks only, Digidentity was able to scale up its service and now can onboard more
than 400 UK identities per minute. BioID’s technology powered by its patented liveness detection allows for a fast and accurate service that can be accessed easily from any device within seconds. It only requires two selfies and an ID photo either retrieved via NFC technology, or captured using the mobile camera, to check the user’s presence in real-time and prevent identity fraud.
Next Level eIDAS, KYC & AML regulatory compliance
Trust and security do not stop at on-boarding. As a certified Trust Service Provider (TSP), Digidentity offers a full range of digital identity services that are compliant with a variety of regulations such as KYC, 5AMLD and eIDAS. BioID’s integration brings the service to the next level by means of a frictionless, automated user journey throughout the entire identity lifecycle.
Marcel Wendt, CTO of Digidentity: “We are proud to partner with BioID in supporting GOV.UK Verify during this unprecedented situation in completing critical remote identity verification. We offer organisations an easy and secure way to verify their users. Part of the verification is the ‘selfie check’ where we check if the selfie sent to us is the same as the photo on the chip of the ID document. By working together with BioID, we can further automate this process, providing a face-to-face level of assurance with liveness detection and making sure the person on the other side is really who they say they are with facial recognition.”
BioID offers liveness detection, facial authentication & identity verification as a Service. With 20 years of experience its special focus is on biometric anti-spoofing Made in Germany. In line with this, the company’s facial authentication service offers data privacy and security by design. BioID is guided by the vision to enable software based biometric verification – with any device, for any application. The privately held company with R&D based in Germany has proven its technology through many years of use at enterprises, banks and government organizations.
Digidentity is a global online identity verification company, combining smooth usability with government-grade security. Digidentity is part of Solera Holdings, Inc., a global leader in risk and asset management data and software solutions for the insurance and
automotive industries. Last year alone, Digidentity’s technology processed over 300 million authentications and protected the digital identity of more than 20 million people globally. It makes online identification easier, quicker, and more secure. We enable safe digital communication between individuals and government – both in the United Kingdom and The Netherlands – and are continuously developing new and improved services. Our rigorous approach to privacy and security means that not even Digidentity employees will be able to access your data.