Touchless Claims: The Holy Grail
Processing a car insurance claim is a horrible cocktail of stress and complexity. From the initial FNOL (first notice of loss) to settlement, there is a lot of data that the user needs to provide accurately while in a high-stress situation. As we move towards a future where automation and AI have greater influence over our daily lives, insurance claims is a natural area that stands to benefit from it.
"Touchless claims" is a concept in which an insurance claim can be processed with little to no human intervention; a person can file their claim, receive the information they need to make a judgement call on whether to file or pay out of pocket, and get their settlement without requiring contact with an insurer, adjuster, or shop. Although this is a user experience that is still down the road, CCC invests time and effort in designing for this future through applying AI into discrete flows in the process.
I had the pleasure of working on applying machine learning algorithms such as real-time photo tagging, vehicle parts deconstruction, and augmented reality into a portion of the claims flow known as Quick Estimate. This design process started with this question:
How might we harness various existing AI models to improve the repair cost estimate step of a claim, and provide users a more seamless, automated experience?