Making a claim is the most important contact point an insured has with their insurance company. How the claim is handled, and how quickly it is handled, can affect the policyholder’s opinion of the company. In fact, a recent report indicates that speed of settlement is the most important contributor to customer loyalty, with 94% of survey participants citing it as a key expectation when dealing with insurers.
That opinion could cause the policyholder to switch to another provider. Or it could turn the policyholder into an advocate for the company. That’s why insurers have a vested interest in making sure the claims process goes smoothly and is completed as quickly as possible.
Understanding these dynamics, Crawford & Company launched TruLook, an integrated industry solution that reduces costs, increases claims processing efficiencies, and improves customer satisfaction. TruLook is another addition to Crawford’s wide portfolio of claims adjusting services that span from high-volume, low-complexity claims, to specialized and large losses.
Crawford, the world’s largest publicly listed independent provider of claims management solutions to insurance companies and self-insured entities, will leverage their new service to streamline the claims process. By combining Crawford’s industry-leading team of field adjusters with Crawford’s subsidiary company WeGoLook, along with other innovations and tools, TruLook reduces time-in process to as little as 3.7 days and saves up to 30 percent in cost.
Because WeGoLook’s “Lookers” live in the places they serve, they know how to move around in areas, particularly those impacted by a catastrophe, to assess damage. Not only can WeGoLook provide ample bandwidth, WeGoLook can also respond faster, and at a lower cost. Plus, the service is available 24 hours a day, 7 days a week.
Crawford acquired WeGoLook in a move to allow the claims solutions provider to embrace to burgeoning insurtech movement. Combining Crawford’s global footprint, established client relationships, and industry longevity with WeGoLook’s groundbreaking technology and streamlined processes opens up endless possibilities.
One of those possibilities is TruLook. “Crawford piloted the TruLook service during the 2017 fall hurricane season with great results. During the claim surge, TruLook on average reduced process time from over 30 days to under five days and cut claims processing costs by more than 20 percent,” said Harsha V. Agadi, president and chief executive officer of Crawford. “Our TruLook solution reflects our mission to restore and enhance lives, businesses and communities by helping people get back to their normal lives as soon as possible following a loss.”
How TruLook Works
To get the best results, TruLook leverages best-in-class technology reduce expenses and shorten processing times. After examining its complexity, claims are sorted into one of three categories for optimal service. TruLook empowers policyholders to submit their claims using their smartphones. Or TruLook can deploy WeGoLook’s Lookers to quickly go on-site to gather information and imagery. Or TruLook can use traditional field adjusters to handle the claim.
After being assigned to a category, each claim is processed with the appropriate level of service and attention. And, Crawford’s experienced desk adjusting team continues to monitor each claim as it progresses, escalating the claim to higher levels as needed for timely and accurate resolution.
Because of its flexible nature, TruLook can integrate with other Crawford services as needed. For example, TruLook customers can decide to engage Crawford Contractor Connection, an industry leader in contractor-managed repair services, as a part of the claims process. This provides even more options to handle claims from the initial loss all the way through the repair process.
“We are blending tried-and-true processes with new technology to shape the future of claims processing,” said Kieran Rigby, global president of Crawford Claims Solutions. “For example, in mid-complexity cases, TruLook utilizes WeGoLook to dispatch licensed drone pilots to capture data and imagery from the air. This data is then sent to the virtual estimator and a detailed report is sent to the client. With the help of technology like this, Crawford will continue to innovate new solutions that enable its clients to reduce expense without compromising on policy holder experience.”
To learn more about TruLook and how it can increase your claims efficiency, please contact us.