3 ways insurers can use app-free video support to better serve customers

One in five property/casualty insurance customers is unsatisfied with their insurance carrier. Two of the biggest pain points: slow underwriting and claims handling.

It’s important for carriers to find new ways to speed up traditionally slow processes. One digital tool that can help? App-free video tech.

Here are three ways carriers can use app-free video software to save time throughout the policy lifecycle.

1. Expedite inspections when underwriting policies.

During the underwriting process, inspections can be a pain.

Imagine, for example, you’re a homeowner insuring your 80-year-old house. To accurately determine its risk, an inspector typically must visit your home in person, checking for liabilities in the property’s roofing, electrical wiring, plumbing and HVAC systems.

In a worst-case scenario, the inspector might discover a serious issue – such as extensive structural cracks or poor ventilation – that can surprise you with premium hikes or outright policy cancellation.

One solution? Use video technology to fast-track inspections. With app-free video inspection tools, inspectors can collect visual evidence remotely to assess a customer’s risk. What’s more, they can do so without asking customers to download yet another limited-use app. Let’s use the home insurance example to see how this works.

1. After receiving your inspection request, an inspector sends you a video call link via SMS.
2. The inspector guides you through the remote inspection process. They’ll instruct you to point your smartphone’s camera at key areas of interest (e.g., your fuse box or air conditioning unit).
3. On their screen, the inspector can use augmented reality technology to circle places that need closer attention. You’ll see their markups on your end.
4. In a post-call inspection report, the inspector will capture everything that was done during the call in chronological order: the photos taken, the markups done, the notes jotted down, the text extracted from equipment labels, the audio transcripts and perhaps even the video recording.

With app-free video inspections, carriers can efficiently assess risk without the traditional in-person hassle. This way, customers get finalized policies faster – and can quickly learn of any rate changes. The overall impact: a more satisfying customer experience during the underwriting process.

2. Collect accurate visual information during first notice of loss.

For P/C customers, claims satisfaction is at a five-year low. That’s in part because of the lengthy claims timeline. Last year, the time to completion averaged nearly 18 days – about three days longer than in 2021.

But app-free video tech can help expedite the claims process. One high-impact area to start with: handling the first notice of loss.

Let’s say an auto insurance customer gets into a fender-bender at a stoplight. In a typical FNOL scenario, a customer might call their carrier’s customer support line to relay basic claim details. But it’s tough to verify this information over an audio call.

The customer might overestimate the extent of damage or fudge the accident’s exact location. This creates more back-end fraud mitigation work. It also makes it harder to determine an accurate payout. The cumulative effect: an extended claims timeline.

That’s why I recommend using app-free video tech when handling FNOLs.

In that fender-bender scenario, instead of making an audio call, a customer using app-free video tech can video-call an agent by scanning a QR code on the inside of their vehicle. Then, they can share their account of the accident (which the agent can record for documentation purposes).

Next, the agent can direct the customer through a preliminary damage assessment, using the customer’s device camera to view both cosmetic and structural issues.

Throughout, the agent can screenshot critically damaged areas. Each image is geo-tagged and time-stamped, which makes claims details easy to verify. The agent also can speak directly to the other party to get their insurance information and testimony. And they can automatically collate all specifics in a post-call report, saving tons of time on the back end.

The takeaway: With a video-first FNOL process, carriers can receive more accurate claims details up front. As a result, it’s easier to mitigate fraud risk and determine an accurate payout – ensuring claims are handled quickly.

3. Fast-track damage assessments and appraisals after a claim.

Adjusters use FNOL information to gauge which claim details need further investigation. Depending on the property damaged – e.g., a house or storefront – an adjuster may conduct an in-person visit to verify details thoroughly.

The problem: With 50 to 100 new claims a month, there’s often a backlog of claims to investigate. Add in high-volume claims scenarios (such as a hurricane or wildfire), and it can take weeks to close out a claim.

Here, app-free video tech can expedite the damage assessment process. The process works almost exactly like handling a FNOL over video. The customer receives an SMS link to video call the adjuster. Together, they zero in on areas from the initial assessment that need a closer look – and the adjuster can take screenshots to further substantiate their report further.

Here, the benefits are clear. App-free video tools enable adjusters to remotely investigate claims – a huge time saver at scale. For customers, that means faster claims handling, faster repairs, and a smoother claims experience overall.

Digital tools are key to customer satisfaction

App-free video tech can create efficiencies throughout the entire policy lifecycle. But it shouldn’t be the only digital tool carriers use.

Consider expanding your tech stack with AI-powered rating software, automated inspection reporting tools, customer-facing chatbots, and more. Together with app-free video tech, these tools can help carriers more quickly serve – and satisfy – customers at scale.

Rama Sreenivasan is co-founder and CEO of Blitzz. He may be contacted at [email protected].

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