Electronic Claims Services (ECS) provides digital solutions that help automobile insurance companies manage and track claims from intake through repair and payment. Unfortunately, the company’s lack of real-time data and images created a cumbersome and time-consuming claims-processing workflow. Often, insurance companies had to dispatch claims adjusters directly to sites to capture claim data manually, which added extra cost and time to each claim.
ECS needed a more efficient and less expensive way to both capture and receive claim data. Furthermore, ECS wanted a simplified method in which insurance customers could completely and accurately capture claims data without requiring a field adjuster or being restricted to a specific mobile platform. That’s when ECS turned to AltSource to help them design the right-fit solution.
After discussing ECS’s business goals, company needs, and preferred workflows, the AltSource team built a custom mobile website application to modernize and streamline the entire claims process. Insurance customers accessed the website through a link sent either by email or text. From there the website guided them to take photos, videos, and gather additional claims information.
The mobile website also gave agents a better way to communicate with customers during the claims process. In-office agents could guide customers through the mobile website. They could also engage with customers via live chat, text, and voice conversations all while customers captured claims data.
As a company focused on continuous improvement, ECS also wanted a way to record conversations between customers and agents for review, reporting, and training purposes. AltSource made sure to provide this capability to further support ECS in their long-term growth plans.