The Customer Is Always Right! And the customer has made it clear: they want more self-service options from their insurance carrier!
Customers continuously rank their satisfaction lower with their online insurance experience than most other aspects of their life. Entertainment, banking, and shopping are all light years ahead when it comes to digital options. Despite the available resources, many carriers have been cautious and slow to adopt new technological methods for payment and claims filing. Younger consumers are expressing more preference for automated options and quicker cycle times, adding extra pressure on decision makers to implement digital transformation now.
In a recent study on the future of claims, the industry analysts at LexisNexis reported that digital and virtual insurance options were one of the greatest predictors of customer satisfaction. One poll found that 79% of Millennials and 64% of Gen Xers had a positive experience with automated claims. When given the option to use a hybrid system involving human interaction (such as in Livegenic’s live-video collaboration with adjuster), the satisfaction rates went even higher.
Prior to the great COVID shutdown of 2020, only a small percentage of inspections were conducted virtually; less than 15%. In the chaos that followed, the pre-existing technology for remote claims was in a prime position to help out. By the next year, that percentage had quadrupled to 60% of all claims. Customers repeatedly express satisfaction with the convenience and expedience provided by remote inspections like Livegenic.
It’s quite simple. At the FNOL, an office adjuster can send a link to the policyholder (accessed via browser or app) that will allow them to document the damage. The policyholder can then fill out multiple details on the type of claim being filed, the damage incurred, and be instructed where to point and document any available visual damages. Livegenic saves and stores everything on our network, keeping all audio, images, and video related to the claim saved in one convenient location. It’s that simple!
Remote inspections save both carrier and customer time and money. No inconvenient scheduling, reduced travel costs on in-person adjusters, and a slashing of cycle times makes the perfect recipe for a satisfied customer, carrier, and adjuster alike!
Don’t take our word for it, click below to request a demo today, and see what Livegenic can do for you!