Rather than having to put up with the tedium of being visited by a claims adjustor the next time you have to claim on an insurance policy, imagine being able to simply upload pictures and videos of your damaged home or car to an insurer’s website when making a claim.
Mutual LV hopes to offer just this service from early 2018, which should speed up the process because adjustors won’t need to make physical visits to validate claims.
LV’s Digital Transformation Director Heather Smith says people judge an insurance company by how efficiently it deals with claims and she has asked digital transformation agency TH_NK to come up with new ideas.
TH_NK, which also works with Nando’s, Warner Bros and Britvic, is developing the online photo claims service and is also looking at new ways to use artificial intelligence and machine learning to provide a more personalised service. “Individual customers pose different risks and want different things,” says Smith.
At rival Direct Line, Marketing Director Mark Evans says digital technology is also making it easier to measure the impact marketing campaigns have on the business.
“Social media in particular has given us the opportunity to have a real-time conversation with customers in their channel of choice,” he says. “But digital cannot and should not replace the human factor. We have thousands of people within our operation that know better than any algorithm.”