Solera Audatex, part of Solera Holdings, has announced that it rapidly implemented its Audatex Image Capture software for use in claims underwriting for AXA, a global insurance firm.
Given the current condition of the industry due to the pandemic, AXA says it was seeking an innovative and safe way to simplify and speed up the underwriting process for its customers without requiring physical interaction.
Solera Audatex says Audatex Image Capture is an intelligent web application which delivers smart images, providing the insurer valuable insight into a customer vehicle’s condition without needing the customer or assessor to travel. The company adds that the product suits the current era of social distancing and continued government regulations encouraging people to stay home – saving time, improving efficiency and keeping people safe.
In just a few hours from request to delivery, the Solera Audatex team says it created and launched a bespoke and fast digital process to support AXA’s underwriting needs, using Image Capture. This included testing and training of the AXA claims team.
The software supports the underwriting process for AXA with the following steps:
- Image Capture sends a greeting message to the customer on their purchase of motor insurance, instructing them to click on a link to a customised AXA portal.
- The customer is guided through a step-by-step process to capture all required images for a new policy or renewal. This step doesn’t require an app.
- AXA receives the images immediately in high quality and can record the existing condition and details of the vehicle required to provide accurate quotation.
Solera Audatex says this Image Capture direct messaging process, which was already in use for AXA’s motor claims processing in the UAE, has a 70 per cent success rate with customer participation.
“Safeguarding the health, safety and protection of our customers is our utmost priority,” said Stefan Schrey, Head of Claims at AXA Gulf. “As such, at AXA we are glad to have a smooth and efficient digital solution readily available to meet the growing demands of car insurance as more and more people begin using personal vehicles versus public transportation in the coming weeks. We appreciate the quick response from Solera Audatex in getting this process moving quickly, which will help us meet the market need from customers.”
“We’re happy to partner with AXA to quickly provide them with the right solution to help them overcome the unforeseen challenges brought on by this pandemic,” said Arnaud Agostini, Regional Managing Director of Solera Middle East. “Image capture brings a whole range of benefits to both insurers and their customers, providing a fully digital solution to save valuable time and ensure continuous operations while enhancing the overall customer experience.”
Solera Audatex says Image Capture also allows body shops to send their customers a text message request for images of their vehicle’s condition and damage via their smartphones. The bodyshop receives an email notification when the customer sends the images and can then immediately access them to begin triage with increased accuracy. The additional images provided allow body shops to begin the damage estimation process, gain early repair authorisation and pre-order required parts, all before the vehicle has arrived on site, reducing key-to-key times and improving customer experience and satisfaction.