Automobile accidents have occurred since the invention of the automobile. Humans are imperfect creatures, and when they get behind two-plus tons of quickly-moving metal there are bound to be mistakes that cause serious damage both to the driver and to others.
According to the National Highway Traffic Administration, on average, there is an accident in some part of the world every single minute, and an estimated 5.25 million accidents worldwide every year. Anywhere between 37,000 and 43,000 people die every year in the United States from automobile accidents.
According to the Association for Safe International Road Travel, accidents in just the United States account for over $230 billion in damage. According to the Insurance Information Institute, State Farm Mutual Automobile Insurance wrote nearly $60 million in direct premiums in 2015, accounting for a whopping 10 percent of the property/casualty insurance market share.
Point being? Auto accidents are alarmingly common and the insurance industry that services these accidents is a constantly booming business.
As with any other business, it is vital for insurance companies to develop and evolve with the advancing of time and technology. As a result, there is a movement growing within insurance companies that is pushing towards making auto insurance claims more “touchless.”
Essentially, a touchless auto claim is a technology-based claims process that enables a victim of an automobile crash to take a picture of the damage to their car, instantly upload it to their insurance company and get a response with an estimate for repair costs within one or two days. The appeal to this methodology is simple; it’s faster, more efficient and less of a hassle for the customer.
Whereas more traditional claims processes involve either an insurance agent physically going to the location of a crash to inspect damage and create an estimate, or an auto body shop inspecting the damage and preparing an estimate, a touchless claims process only involves those who were involved in the accident. Every other aspect – from inspecting the wreck, to estimating damages, to communicating with the customer and paying claims – would be automated.
Although there is support growing amongst insurance executives for such a system, and it is generally agreed upon that this is the direction auto claims processing is headed in the future, there is no rush to get there and plenty of concerns. Hypothetically the system sounds simply ideal, however the actual implementation and utilization of such a system is bound to be trickier.
For one, a picture can only tell so much about the degree of damage that has been incurred by a vehicle. While a crash might appear to have only caused external damage, resulting in a smaller claim, more serous internal damage could have occurred that would only be found by a more extensive, thorough inspection.
Also, a touchless claims system would, by necessity, operate on a huge amount of trust. A picture doesn’t give context into how an accident occurred. How would an insurance company know who was at fault in an accident? Or if the accident had occurred years prior and the customer is attempting to defraud them? An automated system might be convenient, but it lacks the attention to detail of a real person. Continue reading