Customer Success Manager @ in4mo Solera
Published on February 1, 2023 | 3 min read
Inspection of property damage in the event of an insurance claim is a key part of the claims process for both Insurer and claimant. The ability to assess the damage, validate the cause and verify that policy coverage is in place are crucial to the future success of the claim.
From an Insurer perspective their trust is in the network they have appointed to act efficiently, fairly and provide their expertise to provide a service that benefits them and the claimant. The supplier in question requires the tools to be able to conduct the inspection onsite, in what can be, at times, challenging situations.
From a claimant’s perspective they may see this inspection as an inconvenience, or an intrusion. Claiming on your insurance can be a stressful experience and most individuals will want comfort in being told the damage is covered and that support will be provided to return to the position they were in pre claim.
Inspectors have evolved their working practices as technology has advanced, providing different solutions to what were traditionally manual processes. Measuring tapes, handwritten notes and drawings have all been replaced by electronic solutions. Continuing that evolution is priority for all concerned.
Mobile technology now provides a more agile way to move around site and complete an inspection efficiently. This progression is a long way from meticulously handwritten, and/or typed reports that provided long text containing advice and recommendations on next steps. For the majority of claims the focus is on the key information, and the more “traditional” approach is reserved for major loss and complex claims. Some may consider this diluting a respected technical profession, but progression in the insurance industry has been happening at a fast pace, accelerated further as a result of Covid. Therefore, providing the tools for Inspectors to deliver an efficient service is key.
The principal approach for in4mo since its creation is to provide a tool that acknowledges the challenges the user has in delivering for their customers.
Removing what are considered to be admin tasks is the start of freeing up more time for Inspectors. The focus being to let experts apply their knowledge and experience to tasks that warrant their attention. That principal is similar to what we have adopted when considering how the product would work for claims handlers and contractors too.
We acknowledge FNOL is critical in the future success of any claim. We highlighted in our first article of the series, “Benefits of FNOL”, that taking advantage of the efficiency technology offers means that appointments can be made quicker, and more smartly by Insurers as part of the FNOL process through automated rules. At the time of inspection the in4mo Task Reporter app then allows for the use of mobile technology to help improve the user experience and assist them in delivering their analysis of the claim. We have focussed on elements of the inspection to implement repetition in processes to improve efficiency and tools to help with unpredictable elements.
Standard report templates and workplan templates embody the repetitive nature of the process. Focussing on capturing content in a standardised way means Inspectors can get comfortable quickly with what needs to be documented where and fit around their inspection routine.
Where we identify elements of the inspection process whereby flexibility is required, we focus on the camera and video functions that serve a purpose on site for documentation, or in more recent events helping to keep the process alive during Covid-19 when face to face inspections where a challenge to complete. A floor planner is also contained within the app to help inspectors deliver an accurate representation of the property. Working in conjunction with our workplan and powered by our cost catalogue we help deliver confidence in damage estimation to help with accurate reserving and project management from the beginning of a claim.
Inspections remain critical to the process. Providing experts to assess the damage, support the claimant and act with integrity on behalf of the Insurers remains a must. Finding the right balance in the process where technology can be introduced is a constant challenge. The focus for in4mo is to offer options that allow inspections to be completed in a flexible fashion with essential principles at the core of delivery. If you’re interested in understanding how in4mo can compliment you’re existing process, then please reach out to us.