ASSI Hosts Inaugural U.S. Insurance Advisory Meeting
By Ken Eagleson,
VP, U.S. Insurance Programs
Accident Support Ser- vices International, LTD. (ASSI), hosted its
inaugural Insurance Advisory Meeting in Palm Springs,
California in January. Five
insurance executives attended the meeting representing
three Top 10 insurers and two
Top 20 Insurers. Steve Sanderson, President of ASSI;
Ken Eagleson, VP of U.S. Insurance Programs; Ed Weidmann, Chairman of the
U.S. Insurance Industry Advisory Board;
and Stephen Applebaum, a Business
Advisor represented Accident Support
The meeting, moderated by Ed Weidmann, covered ASSI’s history, its U.S.
expansion plans, how Collision Reporting Centers (CRC) are created, the CRC
process and how it benefits our three
major stakeholders: the public, police
and insurers. Meeting participants provided input on future service enhancements and how to enhance ASSI value
proposition for its major stakeholders –
particularly the public.
The key insurer attendees, all high-rank-
ing insurance claims executives, were
engaged throughout the four-hour ses-
sion. As a result, the following initiatives
• Enable FNOL data transfer to insur-
ance companies’ websites and mobile
applications. This will provide immediate
notice to the carrier significantly reduc-
ing cycle time and enhancing the claims
process for the insurer and policyholders
• ASSI will capture mileage during the
CRC interview process. A photo will be
taken of the odometer and the mileage
will be entered into a data field for easy
reporting and cross-referencing to other
• Photos will be taken by police offi-
cers when reports are completed at
the scene of the collision or when an
officer happens to be at the scene.
This will document vehicle damage
allowing an insurance company to
identify damage resulting from a tow.
Other identified initiatives include:
• Providing access to rental cars at
• Making CRC photos available to
insurer Desk Review Units – both in-
ternal and external – for faster than ever
• Add questions to the CRC interview
process to determine if a vehicle is re-
pairable or a likely total loss; this will re-
duce claims cycle time further and allow
the insurer to move total losses to the
salvage yard of their choice immediately
The meeting was a great success. It pro-
vided valuable information to ASSI and
gave the participants an opportunity to
learn more about the Collision Reporting
Center process. It also gave insurance
executives an opportunity to give feed-
back and recommendations to ASSI to
assist them in enhancing and improving
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The Counselor will then go to a Total Loss
Questionnaire made up of questions
with rankings to help determine whether
the vehicle may be a potential total loss.
If the score exceeds a set figure, an
email alert will go out to the insurance
partner notifying them of a potential
total loss. This will enable insurers to
avoid additional charges for towing and
storage of a potential total loss and work
with their insureds to fast-track claim
settlement, saving additional time and
rental car costs.
The benefits of this new value-added tool
are tangible and will certainly assist our
insurance partners to control their claims
cost more efficiently at no additional cost
ASSI Introduces Appraisal/
Total Loss Tool for Vehicles
Reporting at CRCs Accident Support Services International Ltd. staff spend a great deal of time travelling,
This season, we will be participating in the following events:
June 20-22 – ACE (America’s Claims Event), Charlotte, NC
June 25-28 – Michigan Association of Chiefs of Police (MACP), Bellaire, MI
June 19-23 – Nlets Business Meeting, Denver, CO
July 21-26 – New York SACOP, Syracuse, NY
July 25-28 – NACE Conference, Chicago, IL
Aug. 21-23 – AAMVA International, San Francisco, CA
September 10-13 – GHSA, Louisville, KY
September 10-13 – IASIU, New Orleans, LA
September 17-20 – Virginia Association of Chiefs of Police (VACP), Virginia Beach, VA
October 15-17 – PCI, Chicago, IL
October 21-24 – International Association of Chiefs of Police (IACP) Chicago, IL
October 31-November 3 – SEMA, Las Vegas, NV
Please stop by to visit with us to discover what is new at ASSI and learn about continuing en-
Management System (CROMS) programs. We always look forward to speaking with you.
631 Abney Road, Roanoke Virginia 24012-1257
Toll Free: 1-877-895-9111
For more information, go to www.accsupport.com
Recommendations, Suggestions, Comments, contact:
Editor: Jane Ross firstname.lastname@example.org
Each driver visiting one of our Colli- sion Reporting Centers who com- pletes their collision report is requested to fill out a Customer Service
Questionnaire. We ask them to rank the
service they have received and provide
any comments they may wish to add.
We are very proud to announce that over
98% of the citizens visiting the Roanoke
Collision Reporting Center since September have reported that the service
they received was “good” to “excellent”!
Below are just a few of the comments
from recent customer surveys:
“The lady was extremely helpful and
informative! This service is absolutely
A. P., an Elephant Insurance customer.
“Very effective and efficient. Professional and courteous environment. Patient
when answering any questions.”
A. M, State Farm.
“Very helpful and patient staff. Great
idea to have these centers. Much better
than staying at the scene for so long.”
L. J., Progressive.
CUSTOMER SERVICE QUESTIONNAIRE
To help us better serve you and your insurance company, please complete
this questionnaire and return it to a staff member or by pre-paid mail.
How would you rate the service
received at the Center? E x
�� � � �
Did our staff : YES NO
• Assist with completion of your report and
• Help with the start of the claims process? � �
• Offer the use of phones to contact your
• Provide information or literature from your
insurer? (if applicable)
• Explain that most insurance companies
fund the Center?
Did the facility meet your needs? � �
Were you treated in a courteous professional
Should your insurance company use the
services made available through the Center?
Comments and/or suggestions:
Name Insurance Company
Date of Collision : ______________________________
May we contact you to verify your comments YES NO
and/or provide you with additional information? � �
You may contact me at (____) __________ -___________________
“Calm place to sit down and actually do
a report. Employees were very courte-
ous and professional.” D. H., USAA.
“Awesome service! Friendly, polite, professional. Better than the side of the
road!” J. H., Erie.
“Really appreciate the help and kindness
shown. Great setup, convenient location.” W. R., Allstate.
“I think this is a very convenient way
to take care of a minor accident.”
B. W. State Farm.
“Quick, simple, easy, painless and everyone is friendly. Two thumbs up!”
A. M., Progressive.
Accident Support Services is now ac- cepting photographs taken by citi- zens involved in collisions. Our website at www.accsupport.com provides an
option for drivers to upload personal photographs of their damaged vehicles, as well
as other images from the accident scene.
Counselors at the Collision Reporting Centers are also advising reporting drivers of
this option during the interview process as
they are completing the State Form.
Through the website, drivers may input information on their jurisdiction, full name,
vehicle plate, insurance policy number
and their ACC number. Photographs are
collected and matched to CROMS reports
through the information provided on-line.
The photographs are available as part of
the individual driver’s CROMS ACC report
and may also be accessed through the
portal by insurers involved in the file.
CRC staff will continue to photograph every vehicle arriving at our centers as part
of our established collision reporting process. CRC photos, which include all surfaces of the damaged vehicle, VIN, vehicle
interior and tow truck information if applicable, are available as part of the collision
report package through CROMS.
The implementation of our new photo upload service has been well received by citizens. Customers have often offered to provide photographs they had captured with
their cell phones at the scene. Police are
pleased with the opportunity to have photographic evidence from the collision scene
CROMS Now Accepting Photo Uploads from Drivers
as part of the report to assist with any required investigation. These images can
capture important details that might indicate the position of the vehicles at the time
of impact and debris patterns. If a vehicle
was deemed not drivable, images from the
scene might also capture proof of fluid loss
or other causes to verify a tow.
ASSI is confident that citizen photographs uploaded
to CROMS will also
be of assistance to
our insurance partners as additional
tools when used as
part of their claims