In the insurance claims industry today, you'll find that many companies rely heavily on partnerships between insurers and third parties.
That wasn't the case in the past. Insurers often withheld information and strategy and only provided enough information to get the job done. This lack of transparency meant an insurer didn't reap the rewards of a true partnership.
As a third-party vendor to insurance carriers, ACD's clients understand that authentic partnerships, where synergies emerge and action is taken, can rapidly accelerate results. There are many vendors who breath technology and innovation. And then there are those who combine this expertise with operational claims knowledge and experience. Carriers should realize that transforming their claims process is possible, and easier to do with qualified outside help.
We often find ourselves collaborating with a vice president of claims, innovation director or an auto physical damage manager, strategizing how to effectively optimize the entire claims process. ACD serves as an extension of a client's team, working toward the common goal of delivering a streamlined workflow which ultimately leads to an exceptional customer experience.
The key for any great partnership is flexibility. Carriers often use more than one technology or service provider for a number of reasons. That's why it's vital for third-party vendors to collectively work together through APIs, open workflows and mutual collaboration. Our approach is to engage with all parties to facilitate solutions where the client comes out the winner.
Let me outline how ACD partners with carriers, TPAs, fleet administrators and other third parties to help master the auto physical damage process for clients.
One carrier used a large technology provider for their enterprise wide APD solution but were unhappy with the niche areas of photo estimating and independent appraisal process. They needed nationwide coverage for auto damage field appraising and the ability to flex to a photo estimate or field assignment seamlessly.
We were able to draw from our nationwide field appraiser network and our photo estimating solution that uses machine learning and advance algorithms. Additionally, the insurer received another big differentiator - ACD's team of dedicated Client Care and Quality Assurance Specialists focused on their account. The result was ACD delivering faster cycle times, better dispatching and a wealth of data beyond the basic appraisal elements.
A mid-size regional client with no field staff or auto claims workflow platform was working through a combination of email, legacy system and heavy phone reliance. We did a thorough workflow analysis and was able to deploy our workflow technology to serve as the core APD solution. The client however wanted to use a combination of a few other third-party solutions for total losses and salvage. Our integrated platform combined ACD's auto damage appraisal network, photo estimating and associate partner total loss and salvage solutions. This customized partnership gave the client the flexibility and desired outcome to drive their claims department's success.
In the first scenario you read about our dedicated team of Client Care Specialists. Not long ago, a Team Lead got a call from an adjuster who was desperately trying to find someone to inspect a vehicle in a rural part of Washington state before the sun went down. A woman was stranded until the inspection of her car was done. ACD's Team Lead found an appraiser who could get there with just minutes to spare as the sun set and the tow truck arrived. Showing empathy and compassion when someone needs it is just as important as finding the right technology solution.
Partnerships, whatever shape they come in, are powerful. And they begin when carriers, third parties and other insurance ecosystem providers collaborate openly. In this way we don't meet a client's expectations, we exceed them.
This advertorial was first published in the March/April 2020 issue of Claims Magazine: http://www.claimsmagdigital.com/claims/mar_apr_2020?pg=44#pg44