Putting Customers in the Driver’s Seat: Self-Service in the New Era of Auto Claims

In automotive claims, the concept of self-service is evolving as consumers, particularly those of Generation Y, want to be positioned front and center—and in the driver’s seat—when it comes to having more control and better access to claims and insurance information. From allowing drivers to actively participate in first notice of loss (FNOL) with photos of vehicle damage, to letting them view the progress of their automotive repairs online, and offering Facebook integration for the insurance apps they use—insurers are unveiling a whole new world of technology innovation and self-service options to vehicle owners today.

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Leveraging Mobile Technology to make the Sale

New technologies are rapidly changing and improving not only how repair estimates are done, but also how they’re communicated and sold to vehicle owners. Technology now exists that allows appraisers and collision repair shop personnel to swipe-to-rotate, pinch-to-zoom and tap-to-select 3D vehicle graphics on a tablet computer These technological innovations allow professionals to quickly create accurate repair estimates from anywhere with only the individual vehicle identification number (VIN) information, like never before. In addition, such technologies enable a detailed overview to customers that instills technical expertise and confidence in the repair procedure.

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