Finding a new gear: Controlling motor claims costs through automation technology

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Learn how intelligent automation can help to control the cost of handling a motor claim

Despite fluctuating traffic volumes and vehicle usage during the pandemic, motor insurance claims transformation is still crucial to insurance providers. 

Motor claims expenditure remains under scrutiny; not least because many insurers are facing continued pressure to control costs as they count the impact of the wider socio-economic downturn and losses in other areas, both investment and insurance.

Digital is at the forefront of many C-Suite executives’ minds as many insurers are now adapted to remote working and using new processes, and are looking at what comes next. Technologies such as intelligent automation are being used more often as tools to facilitate transformation and to create new connections within the claims function and also with the rest of the organization.

With this in mind, we've teamed up with Insurance Post for this on-demand webinar in which an expert claims panel will discuss the potential for insurers and brokers to adopt greater use of automation and new technologies to enable a genuine real-time, end-to-end digital motor claims process starting with an electronic first notification of loss.

Our expert insurance panel will be discussing these claims challenges

  • How easy is it to change both policyholder and employee habits/mindsets to help lay the groundwork for introducing EFNOL?
  • Are there any dangers that need to be overcome in terms of using real-time automated data capture either by voice or image at the scene of an accident?
  • What are the biggest benefits of automating the traditional FNOL process so the insurer gains sight of necessary policyholder information quicker?
  • How about other parts of the process including recovery/repair, settlement processing and customer service/contact centre interaction?
  • Are their fears that the economic gains of automated instant decision making may be lost to increased fraud/other extraneous costs?
  • What are the biggest barriers to automating the motor insurance claims process – both internal [traditional processes, legacy technology, lack of investment budget etc…] and external [mobile network, supply chain etc …]?
  • Specifically, what needs to change culturally in order to lay the groundwork for introducing EFNOL and an automated claims process?
  • How do you make the best investment case to the board to increase the digitization of the motor claims journey?
  • If motor is seen as an obvious test cast for automating claims, how could you see the wider business – including other lines - benefiting from claims automation long term?
  • Could claims be a starting point for wider use of automation across an insurance company; and if so how might the wider business benefit?


Hugh Pelling

Account Director, Blue Prism

Peter Edgar

Head of Motor Claims Operations, RSA Insurance

Neil Ashley

Head of Claims Innovation, Aviva

Darrell Reid

Claims Digital Experience Consultant, Zurich

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