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Accident Support Services International Ltd.
First U.S. Insurer signs, Rick Yates, VP Insurance Programs, Focus on Citizens
By Stephen Applebaum,
U.S. Insurance Industry Relations,
Accident Support Services
The insurance claims process is rapidly being transformed from analog to digital as
industry economics and customer
expectations demand it and as
technology enables it.
While this is good news – and
inevitable – for insurance carriers,
their supply chain partners, customers
and for other stakeholders, what is
at risk of being overlooked in this
rush to a more efficient, streamlined
claim process are the individuals that
buy and use insurance services and,
perhaps more importantly, at the most
critical times in the insured claim
cycle, require the reassurance and
comfort of a personal touch.
The auto claim is a case in point. Many
claims processes which take place
in the background are well suited to
the cold efficiency of technology,
automation and digitization. But the
auto claim is frequently preceded by
a totally unexpected, disorienting and
sometimes traumatic auto accident.
This is the moment when the
consumer most needs and depends
upon their insurance carrier….and a
Historically, a police officer would
arrive, review the scene, ask the
drivers several questions, make
some notes and direct the vehicles
off the roadway to a safe location or
if necessary call a tow truck or an
But things are rapidly changing in this
regard as well and this scenario may
soon be a thing of the past. Police in
many urban markets are no longer
able to respond to every auto accident
call. Law enforcement budgets are
shrinking and police officers are kept
busy handling higher priority tasks,
such as criminal investigations.
Increasingly, all across the country,
police are not always available
to attend on-scene to investigate
accidents involving property damage
or minor injuries.
So the missing piece now is what
happens immediately after an accident
occurs and before your insurance
company starts to process the claim.