IN THE INSURANCE CLAIMS INDUSTRY
today, you’ll find that many companies
rely heavily on partnerships between insurers and third parties.
That wasn’t the case in the past. Insurers often withheld information and
strategy and only provided enough information to get the job done. This lack
of transparency meant an insurer didn’t
reap the rewards of a true partnership.
As a third-party vendor to insurance
carriers, ACD’s clients understand that
authentic partnerships, where synergies
emerge and action is taken, can rapidly
accelerate results. There are many vendors who breath technology and innovation. And then there are those who
combine this expertise with operational
claims knowledge and experience. Carriers should realize that transforming their
claims process is possible, and easier to
do with qualified outside help.
We often find ourselves collaborating
with a vice president of claims, innovation director or an auto physical damage
manager, strategizing how to effectively
optimize the entire claims process. ACD
serves as an extension of a client’s team,
working toward the common goal of delivering a streamlined workflow which
ultimately leads to an exceptional customer experience.
The key for any great partnership is
flexibility. Carriers often use more than
one technology or service provider for a
number of reasons. That’s why it’s vital for
third-party vendors to collectively work
together through APIs, open workflows
and mutual collaboration. Our approach
is to engage with all parties to facilitate
solutions where the client comes out the
Let me outline how ACD partners with
carriers, TPAs, fleet administrators and
other third parties to help master the auto
physical damage process for clients.
One carrier used a large technology
provider for their enterprise wide APD
solution but were unhappy with the niche
areas of photo estimating and independent appraisal process. They needed nationwide coverage for auto damage field
appraising and the ability to flex to a photo
estimate or field assignment seamlessly.
We were able to draw from our nationwide field appraiser network and our
photo estimating solution that uses machine learning and advance algorithms.
Additionally, the insurer received another big differentiator - ACD’s team
of dedicated Client Care and Quality
Assurance Specialists focused on their
account. The result was ACD delivering
faster cycle times, better dispatching and
a wealth of data beyond the basic appraisal elements.
A mid-size regional client with no field
staff or auto claims workflow platform was
working through a combination of email,
legacy system and heavy phone reliance.
We did a thorough workflow analysis and
was able to deploy our workflow technology to serve as the core APD solution. The
client however wanted to use a combination
of a few other third-party solutions for total
losses and salvage. Our integrated platform
combined ACD’s auto damage appraisal
network, photo estimating and associate
partner total loss and salvage solutions.
This customized partnership gave the client
the flexibility and desired outcome to drive
their claims department’s success.
In the first scenario you read about our
dedicated team of Client Care Specialists.
Not long ago, a Team Lead got a call from
an adjuster who was desperately trying
to find someone to inspect a vehicle in a
rural part of Washington state before the
sun went down. A woman was stranded
until the inspection of her car was done.
ACD’s Team Lead found an appraiser who
could get there with just minutes to spare
as the sun set and the tow truck arrived.
Showing empathy and compassion when
someone needs it is just as important as
finding the right technology solution.
Partnerships, whatever shape they come
in, are powerful. And they begin when
carriers, third parties and other insurance
ecosystem providers collaborate openly. In
this way we don’t meet a client’s expectations, we exceed them.
How Customized Partnerships Can Drive Your Success
By Ernie Bray, CEO, AutoClaims Direct, Inc. (ACD)
Ernie Bray, CEO