Kajal Vakas
Senior manager, claims, LexisNexis Risk Solutions, Insurance, UK and Ireland
Access to reliable accurate, fair, and unbiased vehicle-centric data can improve the claims experience
The claims experience is usually the make or break of a renewal. But while there is much to be said for offering a digital claims journey—speed, efficiency and simplicity, if it’s done well—this alone is unlikely to convince the customer to renew.
Customers are smart, they know a digital journey is more cost-effective for an insurance provider and, while they may appreciate an app or web-based process to log a claim, they will still be wary that their claim won’t be smooth sailing.
Garnering a level of trust in the claims process is key to building brand loyalty. And trust is built when the claimant feels that their needs are understood, they’re getting what they’ve paid for and that they are being valued as a customer. Making that experience real comes down to personalisation.
Questions in the claims process can be tailored to the individual and their policy. This might remove the need for customers to provide information that the insurance provider should already know—or indeed, could know, through the use of internal and external data sources—to ultimately speed up the claim.
This could start with creating the single customer view, whereby all relevant previous records are linked together and appended with a unique ID using an identity management solution such as LexID for Insurance. The single customer view could then be delivered at the right points in the customer journey to create personalisation opportunities.
If this is coupled with technology that validates information from other sources, assessment becomes both faster and more transparent for less complex claims. Claims teams can then spend time engaging with customers for more complex claims.
For example, in a motor claim, if a claims handler knows through data solutions such as LexisNexis Vehicle Build, exactly how a vehicle is fitted from an advanced driver assistance system (ADAS) perspective, they can route the vehicle to the right repairer with the required skillsets at the outset of the claim.
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