A NEW app has been launched by the Direct Group allowing customers to send video footage of their claim to the company’s technical claims handlers.
A NEW app launched by the Direct Group allowing customers to send video footage of their claim to the company’s technical claims handlers will speed up the claims process, the company say.
The app has been developed in partnership with Eviid, a technology business specialising in secure video capture, and is designed to improve the way DG triages claims, shortening the claims lifecycle.
Lee Bradshaw, client development director at DVS, DG’s validations unit based in Preston, said: “The technology can be used by our field force out on site, or we send a link to customers to download the app, and invite them to take some video footage which is viewed by our technical desk handlers.
“We expect the technology to enhance our client servicing by triaging our claims more effectively, reducing the number of site visits and settling claims quickly at the desk.
“We have started using the technology on flooring claims and are broadening the scope across the whole of our property book. Discussions are already underway on how the functionality can enhance the claims journey for example by allowing customers to scan bar codes for damaged electronic goods and room scoping within the app in order to process gadget claims more rapidly.”
Scott Bowers, founder of Eviid, added: “Direct Group has grown rapidly to become one of the biggest claims companies in the UK Market, so we are delighted to be partnering them on this new initiative. Other clients who’ve invested in this type of technology have seen a significant improvement in claims life cycles, and we fully expect to do the same with DG.”
Bradshaw added that technology-enabled claims is one of the fastest-growing areas of investment for DG, and is a key part of its adoption of a ‘total claims management’ (TCM) strategy to assist insurer clients reduce their claims costs.
“ClaimsTech is bringing huge changes to business models as a means of reducing costs. Nothing is off-limits to digitisation and automation, as long as service quality is uncompromised,” he said.