The Unbeatable Combinationof Service + Technology
By Ernie Bray, CEO of AutoClaims Direct, Inc.
AutoClaims Direct (ACD) is a collective of seasoned insurance, finance, marketing,tech and customer service leaders dedicated to creating real and proven solutionsthat meet our clients’ objectives today and into the future.
ADVERTORIALBACK WHEN I CONCEIVED THE IDEAfor a company eighteen years ago,the auto claims industry was onethat siloed service providers fromtechnology providers and nary didtheir paths cross. You were eitherone or the other.
Honestly, this division confused me.Is it really that unheard of to combineservice with technology to deliver asolution that was the result of both? Iclearly recall conversations with claimsmanagers who looked at me as though Iwas from another planet. I was told thatas a service provider, you need to stay inyour lane if you wanted to be takenseriously.
I found myself in a quandary. Herewas an opportunity, but do I start anappraisal company or a technology one?Well, I figured let me go with my gutinstinct and see what happens.
I chose both. Then and there I setout to build a company focused on thenovel idea of meshing service andtechnology to deliver a powerful autodamage appraisal solution for insurersand their customers.
It was in this humble beginning thatACD wove together the best people withthe best technology to drive fast, accurateand professional auto damage appraisals.From the start, we’ve been laser focusedon crunching down cycle times,increasing customer satisfaction andhelping adjusters close claims efficientlyso their policyholders can get back on theroad.
So, what’s our secret sauce and howdo we do it?
1. It starts with exceptional people.As much as the business world andsociety pushes AI and total automation,the foundation of the insurance businessis centered on the human experience.Empathy, expertise and service matter toconsumers more than the race to thebottom to eliminate personal contact.Team ACD delivers on the promise webelieve in – helping people, resolvingproblems and creating a positiveexperience.
2. Sprinkle in a good amount oftechnology. Technology is the tool thataugments the power of our people. Withall of the hype about AI being superior tohumans, I disagree. AI for us isaugmented intelligence not artificial.Aided by automation and technology,unnecessary steps can be eliminated butthe real power is helping people becomebetter. We look for ways to make adjustersmore efficient so they solve problemsfaster. Our technology brings forth theright information so it’s at their fingertips.Adjuster accuracy and their decision-making ability improves tremendously.
3. The mixture of service and
technology forms from a culture of
innovation. Built by clients for clients.
That’s our philosophy. We look at every
user of our services and technology as a
client. That’s our employees, insurers,
appraisers, and vehicle owners. We take
feedback, suggestions and input from all
of the above and then work to build a
technology solution that makes sense.
Technology not built by people who’ve
never handled a claim but by people who
have done the job day in and day out. This
mentality builds on itself. It allows us to
focus on continuous improvement and be
that right hand to those whose claims
expertise we can help improve.
All these ingredients lead to apartnership with ACD. Our clients get acompany intensely focused on givinginsurers, fleet administrators, TPAs andself-insureds a technology-powered andpeople-driven experience for theirmaterial damage process that doesn’tcompare to anything else.
I see our job as using the technologywe so methodically built to enhance thehuman experience in auto claims, notremove it. And with our recipe of successmade with the best people and the mostinnovative thinking, we deliver a clientexperience like no other.
Ernie Bray is the CEO ofAutoClaims Direct, Inc. (ACD),an insuretech delivering theleading virtual claims workflowto auto insurers. You can reachhim at ebray@acdcorp.com
“BUILT BY CLIENTS FOR CLIENTS. THAT’S OUR PHILOSOPHY.
DVERTORIAL: VENDOR SHOWCASE
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