“An engine claim… is always a multi-step analog experience”



“The intelligent use of digital technology in the auto claims process will dramatically improve the customer experience and allow insurers to accurately identify damage and assign the most appropriate path for repair, right from the time of filing. . It’s inevitable, it’s the right approach, and it responds to consumer demands.

The AAMC Executive stressed that the assessor’s mandate will focus on specific skills and expertise covering complex claims, remedial techniques, fraud and litigation activities.

“AAMC’s continued focus on skills training, assessor development, mentoring programs and the philosophy of awarding skills appropriate for the occasion will always be very much needed,” said Lukich, “of especially as the complexity of the modern motor vehicle increases and the skills gap within the industry widens.

“Digitization and automation will solve the problems of the speed and accuracy of filing claims and collecting evidence, but there will still be a need to physically inspect some claims, meet and speak to people on site, and ensure that a repairer is properly equipped and able to have the vehicle properly repaired at the right price and on time.

According to Lukich, it’s about assisting the entire spectrum of auto claims, including policyholder interaction and updating throughout the repair process, while removing unnecessary duplication. The goal, he stressed, is to reduce claims processing expenses and the length of the claims cycle, ultimately controlling overall claims spending.

The challenge, however, is to get the industry to put the technological emphasis on claims as the first part of the insurance process.

Lukich said Insurance company: “For me, the biggest challenge for insurers, from a consumer and broker perspective, is to integrate digital technology into the auto claims process. It is evident that insurers have adopted technology to enable a better customer experience; However, this has been firmly focused on making it easy to get a quote, buy, and maintain a policy.

“An auto disaster, on the whole, is always a multi-step analog experience over the phone or through an online form that generates a follow-up phone call and the need to travel to and from repairers in order to get quotes. . “

With COVID-19 having accelerated consumers’ comfort and familiarity with devices, apps and QR codes in almost every aspect of daily life, Lukich said digital is now the preferred method of interaction for many. even for older generations.

“We experience the whole range from appointment to FNOL (first notice of loss) where early involvement minimizes the overall cost of repair and allows for a quality outcome of claims, until claims go through several internal decision points where they can be completed two weeks before our appointment, ”he added. “A happy customer that doesn’t make it.”

Lukich, who joined the team about three months ago to help align AAMC’s service offerings, added: “For some insurers, we provide spillover capability; others a specialized capacity such as heavy commercial machinery, agricultural or third party management; and for some, we play a more strategic role in their car claims process, integrating everything from customer contact to the provision of a repair network, including total loss management and car organization. rent.

“What excites me the most is the opportunity for AAMC to play a more important and strategic partnership role in the current and future auto claims management strategies of our customers, by sharing our wealth of knowledge in this sector and with it all the nuances and pitfalls that can have a negative impact on costs, quality and speed.

Before the pandemic, the 18-year-old organization was processing more than 100,000 assessments per year.

The 2021 Insurance Business Australia Awards, which will feature entertainment from Ed Kavalee and Groove Academy, will take place in Shangri-La Sydney on November 12. You can register here.



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