Tower has declared the adoption of the Hello Claims assessing and repair management platform into its digital framework.
This initiative is poised to refine the process of motor claims for both repair shops and policyholders.
The integration of Hello Claims permits Tower customers to track their motor claims status continuously on My Tower, the insurer’s digital customer interface.
This enhancement will allow for instant updates on claims, eliminating the requirement for manual inquiries. This update is designed to streamline the assignment of claims to repairers and expedite resolution times for all parties involved.
Tower chief claims officer Steve Wilson (pictured above right) highlighted the strategic goals of the update.
“We’re aiming to halve our total claims turnaround time, and with Hello Claims, we’ll be able to reduce our claims process significantly. For example, receiving a quote, allocating an assessor, and authorising the work can currently take up to four days on average, whereas we’ll be able to do it in real time,” he said. “Similarly, we’ll be able to reduce the time it takes to allocate a claim to a repairer, authorise repairs, and process invoices from three to five days down to a single day, which helps customers and repairers.”
Data from the 2023 Collision Repair Association and Motor Trade Associations survey indicated a decrease in the efficiency of claims processing among insurers in New Zealand since 2020, underscoring the need for innovative procedural changes.
“Integrating Hello Claims software represents a pivotal point for motor claims. We look forward to seeing the improvements the software will have on the claims journey for our customers and repairers,” Wilson said.
The Hello Claims software is designed to handle supplier quotes in bulk at negotiated rates, evaluate quotations, and integrate with prominent panel management systems employed by numerous motor repairers across New Zealand. Repairers linked with Tower through a coordinated panel management system are set to benefit from this from July onward.
The software will also speed up the invoicing process for repairers, with approved invoices capable of being settled in as little as 24 hours.
Hello Claims managing director Nick Herford (pictured above left) emphasised the alignment between the two firms.
“Hello Claims’ commitment to innovation and Tower’s forward-thinking approach to insurance mean our two businesses are closely aligned. Our partners who’ve embraced our technology and philosophy have witnessed tangible benefits such as enhanced productivity, comprehensive data analytics, and enhanced communication with all stakeholders through the claims process,” he said. “Through automation and adherence to best practices, we’re dedicated to enhancing customer and repairer experiences, thus revolutionising the insurance industry landscape.”
Tower, which recently reported a significant improvement in its trading, anticipates completing the full integration of the Hello Claims software into its customer-facing and internal systems by September 2024.
