About a project

DEKRA was looking for a solution that would revolutionize the process of loss adjusting and claims processing. We suggested using video as a tool to perform these activities remotely. Together we developed a real-time video solution. Since its release in 2013, over 10,000 claims are handled by the system annually in multiple countries across Europe, Africa, Asia, South & North America. Hundreds of DEKRA Experts now use their branded video tool ‘DEKRA i2i’.

DEKRA Service Division

Name of client

Insurance

Industry

45,000

Number of employees

3,3 billion EUR

Income

Requirements

DEKRA was looking for a solution that would revolutionize the process of loss adjusting and claims processing. We suggested using video as a tool to perform these activities remotely. Together we developed a real-time video solution. Since its release in 2013, over 10,000 claims are handled by the system annually in multiple countries across Europe, Africa, Asia, South & North America. Hundreds of DEKRA Experts now use their branded video tool ‘DEKRA i2i’.

Implementation

After examination of DEKRA’s workflow processes and customer expectations we analyzed which customized video solution would be the best fit. Together in an Agile manner we worked with DEKRA and developed a tool called DEKRA i2i. The first version was a desktop/mobile application which needed installation on dedicated devices. Eventually once the technology had caught up we shifted to a WebRTC based solution, eliminating the desktop and mobile applications. 

Solution

A WebRTC based online tool whereby DEKRA experts can schedule, host and answer video calls with customers or remote experts. The solution supports features such as video recording, “see what I see” camera switching, take pictures, Geo- localization of participants and many more. The video solution enabled remote loss adjusting, claims processing and handling. 

Results

DEKRA i2i has grown to be used in over 20 countries across Europe, Africa, Asia, North & South America. Insurance claims risk decreased due to better evidence collection resulting in 35% more claims handled. As of October 2020 over 10,000 claims are handled annually.

On annual basis we continue to further develop their solution based on DEKRA’s needs and market feedback. This approach ensures DEKRA i2i will continue to be cutting-edge and maintain their competitive advantage on the market. 

Mobile screens for DEKRA i2i implementation

Most important features used in this project

Icon monitor

Video

Scheduled, ad-hoc or inbound video calling allows you to utilize the power of digital face-to-face interaction according to your needs

Evidence Collection

Whether it is making a recording or taking pictures or any other evidence collection feature, remotely perform tasks and support your business cases

View pictures

During a video session view the pictures you have taken, zoom-in and delete if necessary.

GPS-localisation

See participant GPS-localisation to ensure participants are where they are supposed to be.

Collaborate

Share screens, co-browse, annotate on screen during live video and many more

Click & Play

No download needed or technical expertise by the customer. Simply click and start using Video In Person on your browser

We wanted people to receive an SMS or email that they could click on. We also wanted to be able to customize the solution so that we could have really specific functionalities such as GeoPosition, two-way document sharing, as well as integration to our back office and those types of things. After choosing a high-quality video module, we built the entire thing and they built in all the functionalities

Reginald Vogelzang

Vice President DEKRA Group

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