WHAT DOES 2022 MEAN
WORDS BY INNOVATION GROUP
What are the biggest pain points when submitting a motor vehicle accident claim for a fleet manager and a fleet driver ? Often , things like ease of lodging claims with brokers , insurers , or claims administrators ; being left clueless as to the next steps to follow ; and wondering when our vehicle will be fixed comes to mind .
Insurers and third-party claims administrators typically address these using solutions like online lodgement of claims , sending automated communications every step of the process , using an integrated and automated motor vehicle repair management process to improve the customer experience and keep the fleet manager informed at every step , and of course , applying digital technology to provide more accurate estimates of damage at the time of lodgement .
There are still too many manual processes today with double capture of information which makes the customer experience cumbersome . An area that we have been focusing on the last couple of months are the smart use of digital technology within the motor vehicle claims process which will greatly enhance the customer experience and enable us soon to accurately identify damage and allocate the most appropriate repairer when our fleet drivers lodge a claim .
At most companies today , the motor vehicle claim is still very much manual with several steps via telephone or an online form that generates a follow-up phone call and the need to travel to and from repairers for the purposes of obtaining quotes . COVID-19 has changed our life ’ s and we are more familiar with links , apps , and QR codes every single day . At Innovation Group we have spent the last couple of months building a seamless digital experience for the fleet manager and fleet driver . Our online lodgement tool is available to our clients and their drivers via a dedicated link or QR code . We have been able to white label our tool for our clients creating their very own online lodgement experience . Taking the process , a step further the driver can select a repairer of their choice via the online mobile lodgement process including the upload of digital images . The digital images are key in how they are captured and should be done immediately at time of lodgement to speed up the process . Our online lodgement tool is integrated into our backend platform , and it is easy for our lodgement agents to pick up the incident and action the next steps . Our live video technology assists our
10 ISSUE 33 FEBRUARY 2022 / WWW . AFMA . ORG . AU