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Finding a new gear: Controlling motor claims costs through automation technology | 9th September, 2020

Join our live panel discussion with Insurance Post as we discuss the potential for insurers and brokers to adopt greater use of automation and new technologies.



September 9, 2020 | 14:00 BST


Hugh Pelling Headshot
Hugh Pelling

Head of Insurance, Blue Prism Cloud

Peter Edgar Headshot
Peter Edgar

Head of Motor Claims Operations, RSA Insurance

Neil Ashley Headshot
Neil Ashley

Head of Claims Innovation, Aviva

Will Paskins Headshot
Will Paskins

Head of Claims Digital Experience, Zurich

After the much-trumpeted slowdown in traffic during the Pandemic lockdown, it is evident that motorists are returning to their vehicles and that journey numbers are almost in line with those pre-Covid-19. With this in mind – and the fact that motorists might be out of practice behind the wheel and/or are reported to have carried out less vehicle safety checks between March and July – motor claims will soon – if they have not already done so – return to normality again.

This will once again mean that motor claims expenditure comes under scrutiny; not least because many insurers are likely to be under renewed pressure to control costs as they count the impact of the wider socio-economic downturn and losses in other areas, both investment and insurance.

The Pandemic is reported to have bought digital to the forefront of many C-Suite executives’ minds as many insurers adapted well to remote working and using new processes out of necessity rather than design. The big question is will this now help feed into a wholesale review of how motor claims are reported and managed, with benefits for both the insurer’s balance sheet and the customer journey?

With this in mind, we've teamed up with Insurance Post to host a live interactive webinar in which an expert 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.

Some of the questions the panel will be looking to cover include:

  • 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 digitalization 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?

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