Solera’s New Qapter AI Feature Will “Help Insurers Make Better Triage Decisions”

Solera says its new global visual intelligence service, Qapter Intelligent Triage, will enable insurance claim handlers to improve the speed and accuracy of triage decisions following the first notice of loss (FNOL). 

According to Solera, the product allows policyholders to submit photos of a damaged vehicle following the first contact with their insurer. The system then uses machine learning algorithms trained to predict damage severity and offer the most suitable next step – booking a repairer, total loss settlement, or further inspection – and generates a confidence rating for the decision based on Solera’s database of historical claims.

Solera said key points of the service include:

  • Identifying probable total losses earlier in the claims journey
  • Saving loss adjusters’ time for more complicated cases
  • Determining whether vehicles are potentially unsafe to drive
  • Contributing to policyholders’ safety and increasing satisfaction with the claims experience
  • Continuously refining the AI with a large image database
  • Enabling API integration with claims management systems

Solera’s research says FNOL calls typically take up to 30 minutes, plus follow-ups and subsequent administrative work. The company said Qapter Intelligent Triage can reduce this substantially, with more accurate outcomes and improved customer satisfaction. The API-based solution can be integrated with most claims management systems, with simple implementation and easy, flexible use.

According to Solera, Qapter Intelligent Triage’s image-based analysis also checks damage against a database of safety-critical parts to identify if the vehicle is safe to drive or needs towing. It also checks for potentially fraudulent claims by matching geolocation, vehicle model and sub-model, and photos downloaded from the internet.

“This product provides actionable insights, which can save precious time for claims handlers and loss adjusters, and keeps drivers safe by preventing unsafe vehicles from returning to the roads,” said Marcos Malzone, Vice President of Product Marketing at Solera.

Solera said the service enables insurers to progress claims more efficiently. Up to two thirds of total loss vehicles are currently sent to body shops before the vehicle is written off. This involves unnecessary transport, delays, and inspection costs. Qapter Intelligent Triage will boost accuracy in determining total loss cases from the initial imagery.

The artificial intelligence is complemented by machine learning, with the intelligence engine becoming more ‘skilled’ and accurate with every claim processed. Total loss thresholds are also constantly updated.

“Our AI is fed new training data every two weeks,” Malzone said. “This refines the algorithms and ensures that total loss predictions are in sync with changes in market conditions.

“This is a timely product as insurers are facing a higher proportion of total loss claims as well as greater-than-ever complexity in vehicle design, leading to more expensive repairs. Total loss thresholds also change frequently in response to the value of used vehicles,” Malzone added.

According to Solera, the industry faces an unprecedented shortage of claims professionals, with recruitment and retention challenges. As a result, many claims handlers require extra time to learn and process cases efficiently, a situation the company says can be eased by the new service.