The COVID-19 crisis has constrained many insurers’ workflows that normally put employees on-site at customers’ properties. The traditional inspection process, whether for underwriting or claims purposes, can now run into conflict with imposed limitations on travel and other mandates impacting nonessential workers.
The work that’s affected by this new normal remains important, however. Home and business inspections can help identify and verify property characteristics and contents on insured and prospective risks. For claim settlement, on-site adjuster visits can help determine the scope of damage and estimate the cost of repairs.
Looking for new ways to work to maintain productivity
The unfamiliar challenges of sustaining business operations through a pandemic have prompted many insurers to consider remote collaboration tools, combining customer engagement with streaming technology to complete the work that can’t wait. But insurers need these solutions to meet multiple criteria, including:
- bandwidth and storage capacity to handle their work volume
- fast, robust support—from implementation to staff training—to help business operations staff shift quickly and minimize the disruption many are now experiencing
Supporting our customers
To help, Verisk has scaled up its video streaming and data capacity, while adding new remote training and support options, to currently make available access to the digital engagement platforms — OneXperience™ for personal and commercial lines and ClaimXperience® — at no charge. These tools can help eliminate or reduce on-site visits by allowing professionals such as underwriters, adjusters, and loss control specialists to work remotely with policyholders, using tools such as live video.
Currently, more than 20,000 adjusters or inspectors are actively using these solutions to handle in excess of 41,000 building inspections and claims with the help of over 34,000 video-collaboration sessions. More than 495,000 photos and 26,000 hours of video have flowed across our platforms between field staff and policyholders. Verisk customers indicate favorable policyholder response to the solutions as well as positive client engagement and significant time savings.