Here's How CSAA Is Using Video Tech to Speed Up Claims
Remember watching those movies back in the 80s where everybody had video phones? Well, while we may still be patiently waiting for hoverboards, robot butlers, and time-traveling DeLoreans, video technology has arrived and taken off in a big way.
Almost all of us now carry around a device with the capability to make video calls and, thanks to platforms such as Facebook Messenger, TikTok, WeChat, WhatsApp, and more, we now have a multitude of ways to do just that. Widely available high-speed internet, smart devices, and high-definition displays have all contributed to helping make video a viable and popular method of communication. Leading communication brand Cisco predicts that IP video traffic will have tripled by 2022 and will account for around 82% of total IP traffic — it presently sits at 75%.
Recognizing the potential of video technology and smartphones has led CSAA to incorporate it into its claims process, as a way of helping clients communicate with them more efficiently following an insurable incident.
CSAA Insurance
As an insurer working on behalf of the AAA, CSAA finds itself on the receiving end of an awful lot of claims. Following a traffic incident, customers need to take down many details about the collision — time, date, weather conditions, vehicle information, driver information, etc. — and make sure as much of this data is communicated to the insurer so that fault and claim can be processed in the best interests of all parties.
However, people can often find themselves understandably in a state of shock and distress following an accident. Thinking clearly enough to follow all the steps of preparing a claim can be a big ask. In the stress and drama of a traffic incident, important details can be lost or forgotten, witnesses can fail to stop and hand over details, and many other factors can conspire to make the chances of a successful and just claim less likely.
"It's common to think only of the physical injuries that can occur with car accidents, but injuries aren't always physical," says car accident legal specialist, Scholle Law. "What is often overlooked following serious motor vehicle accidents is an increased risk for psychological trauma such as Post-traumatic Stress Disorder (PTSD). PTSD can develop after any type of traumatizing event, and car accidents — especially violent ones — can certainly be traumatizing enough to cause PTSD and other mental trauma."
These traumatic feelings can be difficult enough to deal with, without the added stress of the insurance claims process. This is why CSAA has partnered with video technology innovator Owlcam, to take some of the sting out of this particular tail.
Video Technology
CSAA customers can now opt to have an Owlcam dashboard camera installed in their vehicle. The technology combines 4G LTE, HD cameras, and artificial intelligence to upload video footage of all manner of incidents.
When a vehicle equipped with Owlcam technology is involved in an accident, an HD video clip of the incident is automatically sent to the customer's smartphone. From there, the customer van view the video before choosing to upload it to CSAA's database as well as to law enforcement agencies. This data can then be used by both CSAA and the police to determine culpability and get the claims process started with a minimum of form filling. The data always remains in the control of the insured and the onus and choice is on them whether to share the footage with CSAA and any other parties.
"Incorporating video into the claims process not only helps the insurer see what actually occurred with a loss and enables adjusters to make quick decisions but also improves customer satisfaction," said Vice President of Claims for CSAA Insurance Group, Cal Hankins. "It reduces anxiety for customers and reduces the cycle time overall, improving the customer experience. And the faster we can get the information, the faster we can get customers back on the road in pre-loss condition, which increases overall customer satisfaction."
Final Thoughts
Video technology is helping CSAA improve the accuracy of claims applications while simultaneously making the process as stress-free for its clients as possible. The last thing a client wants to be doing after an accident is scribbling down details, so CSAA's use of Owlcam technology will help them keep this to a minimum.
"CSAA Insurance Group is excited to partner with Owlcam to be able to offer an innovative new service that will provide value to AAA Members with a seamless customer experience in documenting and reporting a claim," added Hankins. "Video is a powerful tool in the claims process, and we are proud to be able to integrate Owlcam's technology to transform the way members manage their risks and deal with life's uncertainties."
You can hear CSAA's Executive Vice President of Customer Experience and Marketing, Linda Goldstein, speak at Digital Insurance 2020, taking place in July at the Renaissance Chicago, IL.
Download the agenda today for more information and insights.
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