loading
The latest developments across the P&C insurance industry regarding fraud, risk and compliance.
19 February 2016

Mobile apps are changing claims

One of the common challenges insurance companies face when it comes to claims is how they can make the process more efficient for customers. Processing claims takes time and resources, regardless of size. Especially ‘low value’ claims could be processed quickly, as it is not cost-effective to have an adjuster evaluate the damage onsite. New technologies comprise advantages and disadvantages for both insurers and insured.  


Mobile technology changes customer expectations
Nowadays, customers are demanding. They want instant results. Mobile technology is transforming customer expectations and it is rapidly replacing traditional ways of communication between insurance companies and their customers. How long will it take before phone calls, emails and paper forms have completely disappeared?

mobile appTraditional claim processes
Insurers are addressing the gap between self-serve apps and traditional onsite visits by using technology to engage with customers. Claim apps and visual screening solutions support uploading of mobile photos and videos, thus enabling policyholders to file claims indirectly. Insurers are stimulating customers to quickly show damages and circumstances via their smartphone. These technologies are perfectly applicable for ‘low value’ claims. Large and more complex claims will probably always require an (onsite) claim expert. However, in any case the technology allows the insured to disclose visual information on the spot. This instantly gives the insurer more objective insights concerning the damage (e.g. driving direction, point of damage and environment).

Two-sided perspective
The mobile revolution definitely boosted customer expectations of “receiving what I am asking for immediately.” Claim processing times have been reduced from days to hours, leading to higher customer satisfaction. Visual aids will decrease the initial processing time of claims, since a list of standardized questions will become superfluous. Insurers are better able to separate the wheat from the chaff, helping claim handlers and adjusters to directly recognize those claims that require active follow-up. Moreover, instant insight into the complexity of a claim gives an insurer the opportunity to efficiently determine the need of an expert. On the other hand, requesting visual information from customers may be perceived as unfriendly. Some customers might experience it as an additional effort.

Many insurers already have apps in place to file a claim. The majority of these apps does not yet have visual technology incorporated. FRISS has examined the experience among a large group of insurance companies. These insurers mention that the majority of their customers still picks up the phone to report a claim, rather than using the mobile app. However, these insurers foresee a big change in this approach not far from now.

Fraud prevention
Modern technology is able to detect fraud signals by screening images and videos of damages. All the information that is filed within a mobile app helps the insurer to quickly assess the involved persons, objects and damages. This makes it possible to identify suspicious cases in an early stage. Asking the right questions and selecting the right information when customers file their claim through an app, are two of the challenges FRISS is helping insurers with. Shortening the claim processing time makes it difficult to take fraud preventive measures. Weak fraud prevention may result into higher legal costs in the end, as unjustified payouts have to be retrieved by the insurance company. Insurers therefore need to maintain the possibility to interfere in the claim process when a suspicious claim is signaled. This enables an insurer to prevent fraud instead of chasing fraud.

Is the insurance industry up for it?
The described technologies are improving rapidly and worldwide adoption is just a matter of time. Integration with current insurance systems is therefore essential, and user platforms are becoming more important. For example: if an accident concerns more than one party, all involved parties must use the same app to file their claim. And to use the app they should all be registered at the insurer. So, which entrant will become the facto standard?

Contact us

Cookie and Privacy Policy

1. Introduction

When you use this website, FRISS may collect information about your use of the website and the content offered. We believe it is important to handle your (personal) data with due care and confidentiality. When processing your personal data, we comply with the General Data Protection Regulation (Algemene Verordening Gegevensbescherming) and Article 11.7a of the Telecommunications Act (Telecommunicatiewet).

1.1.  Controller

The controller of the processing of personal data is:

FRISS Fraudebestrijding B.V.
Orteliuslaan 15
3528 BA
Utrecht

This processing of personal data is registered with the Dutch Data Protection Authority (Autoriteit Persoonsgegevens) in The Hague under reporting number m00004997.

1.2.  Purposes of data processing

There are several places on our website where you can fill in your (personal) data. We will explain the purposes of the various instances of data processing below.

Filling in the contact form or sending an e-mail

If you fill in the contact form on our website or send us an e-mail, we will only use the (personal) data you provide for the purpose or purposes for which you filled in the contact form or sent the e-mail.

Download form

If you download files on our website (such as e-books, whitepapers or reports), we will use the (personal) data you provide for one or more of the following purposes:

  • for the execution of an agreement, for example to send you the e-book, whitepaper or report you have chosen;
  • for the formation of an agreement, for example by contacting you by telephone or in writing.

Newsletter

If you fill in the application form for the newsletter on our website, your (personal) data will be used to send you the newsletter. Each newsletter contains a hyperlink at the bottom of the message that you can use to unsubscribe.

In addition to the personal data you provide to FRISS yourself, FRISS may collect, record and process additional (personal) data if you use the (web) services of FRISS. This concerns the following personal data:

  • data from the used equipment, such as a unique device ID, version of the operating system and settings of the device you use to access a service;
  • information about the use of a service, such as the time at which you use the service and the type of service that is used;
  • location details from your device or derived from your IP address that is provided to us when you use a particular service;
  • data available from external sources. We may receive information about you from public or commercially available sources.

1.3.  Provision of (personal) data to third parties

Your (personal) data will never be provided to third parties without your permission, unless we have an obligation to do so pursuant to legislation or regulations or you have given permission for this.

1.4.  Security of data

FRISS respects your privacy and ensures that personal data are handled confidentially and with the utmost care. All processed (personal) data is stored exclusively in secure databases. These databases are only accessible to employees of FRISS, to the extent that this access is required by virtue of their position. FRISS makes every effort to secure these systems against loss and/or any form of unlawful use or processing.

1.5.  Inspection, correction and deletion of data and the right to object

You can view your data that is processed by FRISS at any time and free of charge and, if you so wish, modify this data or have it deleted. You can also object to receiving information about products, services or content of FRISS. If you wish to make use of one of these options, you can send an e-mail to the Data Protection Officer of FRISS via privacy@friss.eu or write to the following address:

FRISS | fraud, risk & compliance
Attn. Data Protection Officer
Orteliuslaan 15
3528 BA Utrecht.

2. Cookies

When using this website, information about your use of these services and other websites may be collected by or on behalf of FRISS, for example by means of cookies.

A cookie is a small file that is sent along with pages of a website and stored by your browser on the hard disk of your computer. We use cookies to remember settings and preferences. You can disable these cookies via your browser.

2.1.  The purposes for which FRISS uses cookies

On our website we use cookies for the following purposes:

  • for statistical purposes, in order to analyse the use of FRISS websites. This allows us to keep track of the number of visitors and see which parts of our website are popular. We use Google Analytics in order to track and consult these statistics. On this website you can find explanations about all cookies that may be placed by Google;
  • for what is known as ‘targeting’ purposes, if you have used the download form. By targeting we mean building a profile of you based on your surfing behaviour on our website, after which we may contact you by telephone or e-mail based on the interests you have shown in order to offer you FRISS services that you may be interested in. We use HubSpot in order to track and consult these statistics. On this website you can find explanations about all cookies that may be placed by HubSpot;

3. Changes to this Cookie and Privacy Statement

FRISS may make changes to this Cookie and Privacy Statement. All modifications will be published on this page. We advise you to consult this Cookie and Privacy Statement regularly, so that you are always aware of the content of the current Cookie and Privacy Statement.

 

Subscribe