It's no secret that motor claims can be a major drain on a broker's resources.
Between the time and money spent processing claims and the potential for customer dissatisfaction, it's essential to optimise your process as much as possible. In this blog post, we'll discuss some ways you can do just that, including the use of embedded analytics and introducing automation.
1 - Optimise your motor claims process with analytics
If you're not using analytics to optimise your motor claims process, you're missing out on a valuable opportunity. Analytics can help you identify inefficiencies and potential areas of improvement, as well as giving you visibility into the overall performance of your process.
Embedded analytics offer a way for brokers to analyse data, for example through a visual dashboard. This allows you to easily see the different elements of a claim and review its history from start to finish, enabling you to make better-informed decisions.
This is also valuable to your claims process when it comes to approving payments to your suppliers. By using a system that leverages data to automatically flag a payment due date, you can simplify the process and free up your time so you can get back to your most important job of selling insurance.
You could go a step further and work with a claims management partner who uses a technology-driven incident management solution with advanced reporting capabilities. That way, you will have peace of mind that your customers' claims are being handled efficiently on your behalf, safe in the knowledge that they are receiving excellent service.
2 - Update your digital offering
Many customers may prefer to manage and submit their claims digitally rather than over the phone. Often, this speeds up the process. The demand for digitisation and automation continues to grow, particularly in the case of younger drivers.
Working with an outsourced partner who already has a digital process in place is a solution to meeting the demands of this changing demographic. This in turn helps to improve the efficiency of your process by removing some of the sticking points associated with relying on over-the-phone communication.
Some incident management providers use self-service applications that enable customers to report and manage claims. Although some customers will always prefer to speak to a human in this situation, others elect to use online methods instead, so it's important to cater for both. Again, this boosts the efficiency of your process by providing an additional service with fewer touch points.
3 - Establish a single source of communication
Another sticking point is a lack of communication between the broker and the client. The claims process involves a huge number of internal and external suppliers, and this can lead to customers struggling to get an answer on the status of their claim, leading to dissatisfaction and possible churn. Multiple points of contact can also create inefficiencies, as information can get lost or confused between the different suppliers.
For this reason, it’s important to establish a single point of contact. One way to do this is by working with an experienced incident and claims management partner. This will provide the customer with accurate updates on the status of their claim in a timely manner.
4 - Select a strategic incident management partner
For motor insurance brokers, the claims process can be complex and difficult to manage. It also distracts from what matters most to the business: selling insurance.
To succeed in delivering frictionless services, brokers need an end-to-end incident management solution designed specifically to help them exceed their customer expectations during the "moment of truth" of the claims process. It should encompass FNOL, and your supplier should have access to its own extensive car fleet, repair network and legal team to act quickly on claims.
Motor Assist gives you a window into every claim - supporting you with the data, technology and visibility to identify trends early and to help shape future product offerings.