Have you ever had to help your parent with some tech-related problem but… not in person? Can you remember the frustration that you can’t see what they see, you have no idea what’s happening, and on the other side – your parent is frustrated since they don’t know what to do? 

Your customers probably feel the same frustration when they have to download a PDF with a manual and troubleshoot on their own or try to follow the instructions on the phone. It’s like solving a puzzle with a blindfold. 

If only the consultant could see what they see and explain exactly what needs to be done… 

Limitations of Traditional Claims Processing Methods 

Traditional methods of claims processing, which involve in-person visits, paperwork, emails, and phone calls, can be frustratingly slow and/or prone to miscommunication. Customers often find themselves caught in a web of forms, waiting for responses, and dealing with uncertainty. This outdated approach not only delays resolutions but also hampers the overall customer experience. 

What’s the difference between this and video claims processing? 

In the past, your customers might have filled out forms on a website or spent time on the phone with an agent, trying to explain the situation as best as they can. Now, with video-based claims processing you can handle their requests in real-time and manage expectations via face-to-face communication. Those static images and phone call descriptions often fall short of capturing the full scope of the situation. Video brings life to the claim, adding context and depth that only words struggle to convey. It’s like upgrading from black and white to high-definition. 

Video-Based Claims Processing 

During a real-time video call, your customer can provide a clear picture of the incident, enabling claims adjusters to better understand the situation. Video evidence can work in tandem with traditional documentation, offering a complete view that leaves no room for ambiguity. You also get a chance to take photo evidence during the video call, ensuring that it’s suitable to prove the claim. Thanks to this, your clients avoid a situation in which the photos they submitted are not good enough and the process is prolonged. 

The Video-Based Claims Processing Workflow 

field service product

Let’s say your customer had an unfortunate incident that calls for an insurance claim. Instead of the usual forms and emails, submitting evidence and a waiting game, they get an SMS, email, or chat message with an invitation to a video call. They click the link, join the call from any device, and there’s the insurance agent, ready to assist them. They can show you exactly what’s happened – be it a fender-bender or a damaged property. You, on the other hand, can see everything in real time, assess the situation, and take photos during the call – collecting all the evidence needed for the claim right then and there. 

Making the Process Quick and Painless 

With Video-Based Claims Processing, the claim process becomes quicker and more transparent. There’s no room for misinterpretation or delayed communication. Your customers are not left wondering if their photos were clear enough or if their descriptions covered everything. The agent is there to ensure that the claim is accurate and complete from the get-go. 

Want to know more about the benefits of video claims processing? Read the article here: 5 reasons you should enable Video Customer Service for Claims Handling

Beyond the Form Filling 

Gone are the days of deciphering complicated forms or trying to express everything through text. Video-based claims processing brings human connection back into the equation. Considering that 80% of customers are more likely to use a service or buy a product that offers a personalised experience – you can see the value of video-enabled chat. It is key to offer customer experiences that matter. A video chat offers your employees the chance to serve customers quickly, efficiently, and in a customer-friendly manner. 

Is it for everyone? 

While Video-Based Claims Processing offers numerous benefits, it might not be suitable for everyone. Some individuals may have privacy concerns about sharing visual information over video calls. Some customers are also not as tech-savvy as others. Additionally, video calls require a good Internet connection, so naturally – when you don’t have it, it’s impossible to submit a claim this way. Therefore, companies must provide alternative methods for those who prefer more traditional avenues of claims processing. 

Should you switch to video-based claims processing? 

Video-based claims processing is a transformative approach that bridges the gap between traditional methods and the expectations of today’s customers. By enabling real-time video communication, it eliminates the delays and uncertainties associated with paperwork and emails. As customers experience quicker resolutions and personalized attention, companies benefit from increased efficiency and improved customer satisfaction. 

Utilizing video communication makes a lot of sense in terms of claims processing and has many advantages over traditional methods. It doesn’t make sense, however, to switch to that method fully. It is good to maintain alternative methods for those who may prefer the familiarity of traditional claims processing avenues. The key lies in striking a balance that combines the advantages of video with the diverse preferences and requirements of customers. 

Want to check if video claims processing makes sense in your case? 

Check out our page on supported use cases and ROI calculator of video solution in insurance to determine whether video claims processing is the right step for your company. 

Nick van Xanten

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