Brian Bray, COO
By Brian Bray
AutoClaims Direct (ACD) is a collective of seasoned insurance, finance, marketing,tech and customer service leaders dedicated to creating real and provensolutions that meet our clients’ objectives today and into the future.
DID YOU KNOW?
One little known fact about ACD isthat we pioneered photo estimatingwith select insurers. With digitalcameras as our tool, we did this tospeed up the claims process.
AS A SOCIETY WE’VE BECOMEspoiled by the variety of options availableto us when enjoying the entertainmentand media we love. We’re constantlybeing pulled in every direction to streamthis or download that, plug this in or cutthis cord. However, when you step backto examine two key industries that havepivoted the most in the last decade –music and television – you can see thatmost major choices come in “threes.”Simply put, customer tastes will differgreatly but one thing is certain – we allprefer options.
In the music sector, many of us canstill remember a time when the only realsource for streaming music was the radio.We’d pop in a blank cassette tape andpatiently wait for our favorite song toplay so we could capture a near-completerecording and make our own “mix tape.”Now, we can tap our fingers and simplyadd a song to a playlist without a secondthought. Today, we have many choiceswhen it comes to consuming music.Some audiophiles still prefer tangiblemedia such as vinyl records and compactdiscs, while others prefer purchasing in adigital format and downloading tunes totheir computer or mobile device. Mostpopular seems to be some variation of astreaming platform with no ownership orpossession of the music ever taking place.There are three major options – physicalmedia, a download or a stream.
How about television? Sure, we’ve allbecome used to coaxial cable and it wasthe standard method of delivering TV fordecades. But there’s also two otherincreasingly popular methods that giveus our news and entertainment fix. Oneis the old school over the air antenna.
This resurgence can likely be tied torising traditional cable prices and noincrease in perceived value by thecustomer. This has led many to take aminimalist approach and “cut the cord,”which takes me to the third option –streaming television. What was onceviewed as a fringe means of watching TVhas now become a growing segment forthose who want more control over theircontent paired with mobility andconvenience. Again, three options –traditional cable, antenna and on-demand streaming.
So, you’re probably asking
yourself… how does this relate to
AutoClaims Direct? Surely there couldn’t
be more dissimilar industries than
entertainment and insurance. It’s actually
quite simple – customer preference
varies and providing options to meet the
customer where they’re most
comfortable is paramount. When it
comes to an auto claim, there’s
traditionally been one main method for
obtaining a vehicle appraisal and that’s
the in-person inspection. Arguably, it’s
still the most important and detailed
method of inspection with a trained pair
of eyes catching small minutiae that can
fall through the cracks in digital-only
solutions. However, as we’ve seen this
year with the COVID- 19 crisis, options
are absolutely necessary.
ACD was the first to offer what wecall, the Touchless Triage™ which givesevery client – you guessed it – threemethods of inspection. The TouchlessTriage™ includes a traditional in-personappraisal through our independentnational network, photo estimating usingSelf(ie)™ which allows one to capture andsend claim photos without having todownload an app, and Collision Select™,a desk written estimate from photosprovided by the customer’s shop ofchoice.
Our innovation niche brings peopleand a seamless process together for anexceptional customer experience.Getting carriers to put the right claimsinto the right hands for the rightoutcome, that’s the power of three. Andin our book, that’s a win.
Brian Bray, ( email@example.com) is theCOO of AutoClaims Direct, Inc., aninsuretech delivering the leading virtualclaims workflow technology to autoinsurers. He has 20+ years experiencein the property & casualty area.