A new digital total loss data tool is enabling Aviva to speed up the claims process and quickly find replacement vehicles for customers
Aviva’s new digital total loss tool has cut the time taken to settle total losses by almost three quarters (70%) since January 2016. A third (35%) of total loss calls are now settled on the first call.
The data analytics tool allows claims handlers to quickly identify over the phone whether a car should be declared a total loss or repaired. It uses data from UK car marketplace Auto Trader, which has over half a million data points.
A claims handler will ask the customer where the damage is on their car and how severe it is. They then enter this data into the tool, which works out the cost of repairs based on historical repair costs for the make and model of the vehicle.
If it is a total loss scenario then Aviva uses data from Auto Trader to work out a fair valuation and find a replacement vehicle nearby. Where regional valuations vary, this can now be reflected in the price given to the customer.
Aviva claims director Rob Townend said: “This is a great example of Aviva investing in digital solutions which make life easier for our customers. Our total loss settlement tool means that we can instantly use data pooled from AutoTrader, the UK’s largest marketplace for new and used cars for sale, to make better decisions, faster – reducing uncertainty for our customers and allowing them to get behind the wheel quicker.”
The new digital total loss tool is one of a number of innovations currently happening in the claims space.