The technology is here to take clients step-by-step from the accident scene to the auto body shop – and it promises to remove the fraud that has plagued the auto insurance sector.
Tara Kelly, the CEO of SPLICE, has recently leveraged telematics technology to direct insurance claims’ recipients to certified auto repair shops in their region, streamlining a traditionally traumatic customer journey and ensuring only approved shops are used.
“It is set up to create outbound audio or text, and will identify itself as your company to the client,” says Kelly. “It will not come up as the tow truck driver. That is a proactive way that you can go about it.”
By insuring that the Caller ID as well as the messaging is 100 per cent personalized and real-time accurate, the client will be more willing to answer and engage, says Kelly.
“You need to make sure that message is a full of information as possible so it is treated seriously and dealt with right away” by the client, says Kelly, citing the experience by large financial institutions that there is a lag in the time that they get a hold of the person and the fraud continues.
“The ‘1-800’ numbers have trained people to be suspicious,” Kelly told
Insurance Business. “But by using a local number, people identify that with their local branch, and will pick up and listen.”
You want to make the customer’s experience as positive as possible – people aren’t getting in crashes all the time, so they aren’t experts in what to do in a car crash, says Kelly. (continued.)
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“What the client wants to see in that scenario is ‘make my life easy and make it work,’” says Kelly. “People may not have that fancy app to make auto claims; but with the SPLICE technology we can call up to let you know we’ve received your claim, and we can notice in that field of claim if you don’t have that mobile app, and we can offer it to you right on the spot. Press one or say ‘yes’ and we can send you the mobile link.”
It is part of what Kelly calls ‘Crisis Communication 101’ is that when something is going wrong, there is a need to communicate whether there is no news, good news or bad news.
“Everybody always assumes the worst if you don’t communicate,” says Kelly. “The same goes with an auto claim. You can have a message that says, ‘We are very busy at this time of year, we won’t be out there on Tuesday but we will Thursday.’ Don’t wait until they call in to the call centre and they are angry and it is Tuesday afternoon – this is the wrong time to do it.”
