By Ken Eagleson, VP, U.S. Insurance Programs
With each year that we move further into the 21st Century, we continue to learn of technological breakthroughs that either
did not seem possible or looked to be
decades away just a short time ago.
Common examples are self-driving or
driverless vehicles. This is no longer a
novelty – it is here. Breakthroughs in
Artificial Intelligence (AI) are revolutionizing industry, medicine and the labor
force to name a few.
This constant innovation continues to
put pressure on retailers, services providers and certainly the insurance industry. Walk around a shopping mall.
The traffic has thinned and many people just browse only to order what they
want online. Many of the iconic retail
brands are either showing losses, closing stores or disappearing.
Policyholders across all generations
have been conditioned to expect service to be “better, faster and easier”.
This is mainly due to technology and
the expectations created by popu-
lar online companies. Specifically,
the claim has become “the moment
of truth” for automobile policyhold-
ers. If the insurance provider is un-
able to provide a high level of service
from First Notice of Loss
through settlement and
repair, then retention
will suffer. Social media
adds an additional level
of immediacy for service
This explains why Accident Support Services
International Ltd. (ASSI)
has been so well received by the public and
the insurance industry.
Our solution positively
influences the collision
cycle prior to FNOL – just
after the actual collision. ASSI creates
opportunity for the insurance provider and police by driving service levels
that are indeed “better, faster and easier”. This is a significant win for their
respective constituents: policyholders
and the public at large.
With the help of ASSI, our insurance
partners are delivering better results
during that “moment of truth” – the
claim. Recent studies have overwhelmingly shown that “caring and
empathy” are crucial during the
claims process. Our service initiates this type of interaction, in-person, and sooner than any model
presently available. From “caring
and empathy”, ASSI is there to
educate the policyholder on next
steps in the collision/claims process while they are reporting to
police. What is often a confusing
process to the general public is
made easier by ASSI. By acting
as a “bridge” between the policyholder and insurance company, all
parties win from a CSI perspective.
Retention is much surer due to ASSI’s involvement.
The ASSI Documentation Package
provides a richness of information
that our insurance partners find
increasingly valuable. First and
Third Party information is available near
real-time after the crash. Liability de-
cisions can be made based upon un-
biased and a deeper level information.
Subrogation is streamlined with better
information. Fraud is deterred by having
photos taken soon after the crash, gath-
ering injury information for drivers and
passengers and matching those injuries
against the severity of the crash. Fur-
thermore, ASSI asks the drivers if they
have approached or been approached
by legal representatives.
The immediate future is being positively impacted by ASSI. Our superior
technology is able to map our information to an insurance company’s online
FNOL. This will impact manpower significantly allowing the insurance personnel to better service their insured
customers. ASSI also acts as a conduit to the industry’s fascination with
the “virtual claim”. Our service can determine if the vehicle is repairable or a
total loss sooner than ever before. For
lower impact collisions, we can move
our photos to appropriate appraisal sources desired by the insurer for
quicker and more accurate estimates.
ASSI is improving the present and
leading the way forward to the future.
Our partners find significant value from
ASSI in having rich information from all
parties involved, determining coverage
and liability, providing Third Party information and truly shrinking the claims
cycle time. Claims are being settled
with accuracy and confidence.
The Insurance Industry’s Perspective