Supercharging the claims process
Our clients and customers have appreciated the AutoProtect Group, an award-winning smartphone app since the day we launched in 2018.
It subsequently revolutionised the SMART claims process and allowed the customer to submit their claim quickly and without fuss. It also helped drive the expansion of SMART insurance sales across our retailer base without creating claims and repair backlogs.
Today, customers clearly understand the benefits of SMART and use the product widely. Volumes of claims continue to grow yet we maintain high customer satisfaction scores.
Taking it to the next level
Shortly before the first lockdown Shine! developed a system that allowed the claimant to book a repair appointment themselves through a link provided over email.
The impact of this development was immediate and, following Lockdown One, helped Shine! work through the backlog of repairs at an outstanding rate.
The obvious next step was to build this system into the smartphone app and allow the customer to claim and book a repair at the same time.
The intelligent assessment engine
The award-winning Shine! and AP claims team invested a considerable amount of time analysing masses of repair data to build a set of intelligent business rules that we could rely upon to put the claims approval process in the hands of the app.
Then, once auto-approved, provide the customer with the facility to book their appointment there and then during the same session.
Three step claims process
STEP 1
Supply claims details and images
STEP 2
These details are checked against the business rules*
STEP 3
If auto-approved - book appointment
- Access the repair booking function
- Receive booking tips and advice
- Use postcode lookup to set location repair
- Instantly receive an available appointment
- Accept or decline a slot
- Be provided with at least four options (subject to availability)
- Receive an email confirmation of booking from Shine!
*NOTE: If business rules aren’t met – the customer journey is no different from that of today. The claims team reviews the claim and confirms or declines as per the current process. Although, if approved Shine! still provide access to the online self-serve booking system via a link.
You can see what we mean when we say we've SUPERCHARGED SMART CLAIMS.
