Lessons Learned Series: Transfigure the customer experience

By: Sonia Javed, Marketing Director, Claims and Repair, Solera, Inc.

In the context of an insurer’s claims management process and the theme of meeting customers where they want to be met, today we examine how best to implement on-ramp and off-ramp actions.

Building trust at the FNOL with AI

Insurtech, which refers to technology innovation designed to identify savings and efficiencies in the insurance industry, helps companies manage their operations to expedite the claims process. In addition to constructing an operation that balances empathy for customers with streamlined processes for teams, the right AI-inclusive innovation can significantly improve the FNOL experience. AI can empower customers to take part in and expedite their claims process, thereby shortening the claims lifecycle altogether.

The moment of truth for insurers and customers making repair claims comes at the point of the FNOL. This is often the first claims interaction with a customer after a potentially traumatic accident. They may be injured, dealing with extensive vehicle damage, and concerned about the future. What insurers do at the FNOL can set the tone for the remainder of the claim and repair experience. This do-or-die moment for insurers is not one-size-fits-all, but it is a moment where AI can expedite the initial claims process, taking burden and further frustration away from customers.

Utilizing an AI-driven claims management solution such as Qapter Intelligent Estimating can initiate the FNOL process quickly and efficiently, minimizing touches at the beginning to free up human resources that can handle complicated claims one-on-one with the customer as needed. Beginning the claims process with AI starts with assessing the damage of the vehicle. For Solera, this is all made possible with guided image capture capabilities, which help users secure accurate and reliable images to assess vehicle damage within moments. Enabling a customer to receive quick answers on the condition of their vehicle sets up the claims process with clear transparency, ultimately building trust between the insurer, consumer, and body shop from the FNOL.

How Solera’s damage detection works

From insurance adjusters to customers, all users initiating their claims process will receive an automatic link via a text invitation to follow the intuitive and straightforward process for Qapter’s Guided Image Capture. Here’s how it works:

• After the user receives the link, they’ll enter the impacted vehicle’s Vehicle Identification Number (VIN) even using their phone’s camera. This helps reduce manual errors.
• Solera’s patented technology generates a mask of the vehicle based on the VIN, which guides the user in-app as they capture an image of the vehicle.
• Once submitted, Qapter scans the image for vehicle damage and generates a line-by-line body repair estimate for review and approval within minutes of a reported claim.

Balancing the AI with the human element is an essential part of building trust and loyalty with customers. In the end, customers want to lean on their insurers to get them through a trying time with minimal overall impact to their daily lives. Insurers must prioritize that human element to thrive in today’s competitive market.

Gain the benefits of this innovation for your customers and teams with Qapter Guided Image Capture. Capture critical images and generate preliminary estimates within minutes.

Click here for part three in our continuing series!