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Customer Spotlight: GuideOne Insurance Introduces Virtual Claims Inspections

GuideOne Insurance was founded in 1947 with a commitment to social responsibility and innovation. That tradition continues today through the company’s focus on insuring churches, nonprofit organizations, small businesses, and educational institutions. GuideOne provides commercial property and liability, business owner’s policies, workers’ compensation, commercial auto, and many other liability needs.

Lately, the insurance industry has experienced increasing expenses across the property and casualty space, resulting in shrinking profit margins which have encouraged insurers to focus on implementing digital solutions that reduce claims handling costs and improve customer experience. With the addition of the current unprecedented market conditions, there is even more pressure on insurers to speed up their digital innovation journey.

GuideOne has been on the forefront of that initiative; they saw the importance of increasing efficiency and providing digital solutions that support their customers and began an active search for a virtual collaboration platform. Today, GuideOne has partnered with Livegenic to deliver those benefits.

Christy Gooding, GuideOne’s Director of Marketing, explains their use of the Livegenic platform as “[Using] real-time photo and video collaboration, guided self-service and field resource management tools to bring virtual property and loss control inspections to all of GuideOne’s policyholders in its core niches: religious organizations, nonprofit & human services organizations, small businesses and educational institutions.”

With Livegenic, the GuideOne team can virtually inspect claims without the need for time-consuming onsite visits, which not only saves time and effort for their adjusters, but also protects their customers and staff through social distancing. Policyholders can remotely connect with a desk adjuster to document the claim via live video, allowing the Adjuster to provide real-time guidance as the customer inspects their claim. Additionally, customers can easily deliver documents required by the GuideOne team to understand the history and value of the property – all from a single digital workflow.

“In light of COVID-19 and the continued importance of social-distancing, we are thrilled about our alliance with Livegenic,” says Jim Balzarine, Director of Claims at GuideOne. “Using the platform shortens the claim processing cycle considerably because our customers no longer have to schedule an appointment and wait to meet in-person with an adjuster. When a claim is approved, we can issue a check in 1-2 days versus the standard 10-14 days. Virtual property inspections allow our customers to interact with our claims adjusters in real-time while capturing video of the damage, as well as audio – giving them more involvement in the process and ultimately improving customer satisfaction with a quick and easy process they can complete at their own convenience.”

On their website, GuideOne describes Livegenic as “Flexible, quick, and is best suited for smaller-scale claims, interior and exterior losses, theft losses, water losses, fire losses with no or limited structural damage, and vehicle damage that does not impact the structural integrity of the building.”

GuideOne’s Senior Loss Control Manager, Tom Strong, adds “This new feature allows our customers to collaborate with our risk management team to perform virtual surveys when it’s convenient for them, while still experiencing the benefits and expertise of working with our team.”

The Livegenic team is honored to be able to support the needs of our insurers like GuideOne, and we’re excited to continue working alongside all of our clients and partners to enhance and improve the insurance industry.

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