March 15, 2018
DR&R claims are often the most stressful for policyholders, as they're the result of traumatic events, such as fire or flood, resulting in large loss. Due to often complex repairs, DR&R insurance claims are particularly prone to delays and creeping costs and can lead to customer service complaints.
In 2014, one of the top-5 UK insurers decided to adopt live, digital video streaming from 360Globalnet to address these challenges and reduce the trauma to its customers.
"Using live stream footage of the claim evidence, it's immediately clear what steps are required for settlement. We now have full control of the entire claim, which makes a huge difference for us and our customers."
360VideoStreaming supporting by 360MediaPort gave the insurer the solution they sought. Up to twelve experts can view the live stream simultaneously, pause the footage as necessary and add notes. Claims life-cycle was reduced, indemnity costs were lowered and customer satisfaction improved significantly.
"360VideoStreaming has allowed us to address our most requested customer service improvement: that each claim is managed by a sole handler. Aside from the positive feedback, we're saving £2,500 per claim."