Most Insurers have significant investment in their core platform with customer interaction handle via call centres and call centre staff. Shifting customer interaction to web and mobile offers customers 24/7 self service interaction, allows for faster processing, presents more content to customers and reduces the significant call centre costs.

Motor Insurance Interaction Model

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Quote & Buy A key strategic asset is the ability of insurers to apply their own risk and product models. Whilst core insurance platforms offer Quote & Buy solutions insurers often use third party solutions which offer greater flexibility to apply their models. Leveraging lowcode platforms insurers can rapidly deploy bespoke customer self serve risk and product model interfaces to customers. A bespoke solution built on lowcode is often lower cost than third party solutions.
Modifying Policy Enabling customers to self serve policy changes is a key customer satisfaction enabler in addition to removing inbound call cost to agents. Typical self serve policy modifications would include Change of Car, Add Driver(in relevant markets), Change of Registration, as well as Change of Address and Change of Name
First Notice of Loss (FNOL) Enabling customers to raise claims online is a key driver in significantly reducing claim agent costs and improving customer satisfaction. Deploying Web and Mobile applications with self service FNOL features allows customers to make a claim 24/7, capture structured vehicle damage images. The structured images being feed into a Machine Learning platform to generate itemised repair and replacement lists costing against insurers pricing engine to determine repair or total loss. If repair decision then automated booking into relevant BMS, if total loss then auto agreeing payment with customer. Davies March can help insurers to build and deploy these applications, integrating real time with core insurance platforms and leveraging account identity systems to authenticate customers.
Vehicle Data Increasingly vehicles, particularly electric vehicles, have cameras and sensors that will also capture data associated with incidents that would support an FNOL and provide evidence of fault. For an insurer they need to educate their customers in switching on this data capture and provide education and facilities for the customer in transferring the data from vehicle to FNOL. Davies March can help develop digital FNOL interfaces to upload sensor data and media files.
Resolution Tracking A key market advantage is providing customers with web and/or mobile access to up to date progress on their claim resolution. This drives customer satisfaction as they feel in control and informed on progress, removes inbound enquiry calls to claims agents and reduces subsequent claims agent follow up calls to body shops and vehicle hire partners. Davies March can help develop and deploy a resolution tracking application that integrates with core insurance platform, Booking Coordination solution, Body Shop Management Systems as well as account identity systems for customer authentication.
Policy Renewal As part of a customer facing digital self serve experience, offering a policy renewal interface adds to the overall 'stickyness' of an insurers customer experience. As well as providing interfaces for customers to self serve adding and modifying product options.
Media Content When processing an FNOL it may be required to attached CCTV footage, smartphone footage, audio recordings etc. Managing this data not only involves upload and playback but also ability to tag the timeline, filter to key errors and make searchable.
Booking Coordination Key to an end to end self serve customer journey is being able to realtime book the bodyshop, vehicle pickup, courtesy/hire car, replacement of child seats etc, during the FNOL submission. This often requires coordination across multiple internal and supplier platforms which may or may not have API's to view schedules and book slots/appointments. Davies March can help build booking coordination systems that enable and future proof your ecosystem.
Bodyshop Management System The Bodyshop Management System supports the bodyshop in the management of repair bookings, repair progress tracking, parts ordering, cost estimation(where an insurer system isn't being used) and invoicing. If you are an insurer or manage a network of repairers you may want to build a bespoke modern application to drive efficiency, match your operating processes and give you a competitive edge through better integration with suppliers, providers and partners.
Bodyshop Data Exchange If your an Insurer working with a network of bodyshops you will working with multiple Bodyshop platforms and multiple versions of those platforms. Critical to operational efficiency and delivering customer self serve is being able to establish a bidirectional data feed between your core insurance platform and the numerous Bodyshop Management Systems. Similarly insurers need to aggregate the Bodyshop data so that they can monitor and manage repair performance. Synchronising and mapping the required data exchanges is a complex activity that requires a flexible and fast exchange solution. Davies March can help you to develop a cost effective solution.