MSIG Transforms Motor Claims Survey Process with Fermion Merimen’s Interactive Video Technology

Key Highlights

Client Needs

Traditionally, insurers carried out motor claims survey physically, with surveyors travelling to the workshop or vehicle location to assess the damage. Physical survey, however, proved to be inefficient, time consuming and costly. MSIG recognized the need to digitize and innovate the claims survey process to provide a more positive customer experience.

The Challenge

For the insurer and their surveyors, physical surveys limited their deployment and use of resources. Travelling to each survey location proved time-consuming and troublesome. In addition, external factors such as bad traffic and adverse weather conditions often delay the survey procedure, prolonging the entire claims process.

For workshops, the sole dependence on surveyors to carry out surveys was frequently problematic. If surveyors missed the arranged cut-off time or had a full schedule, the survey would need to be rescheduled, often taking additional 2 to 4 days. This resulted in longer waiting time and became a challenging issue whenever the claim was for “loss of use” or involved a rental car.

The Solution

Collaboration between MSIG and Fermion Merimen with leading technology partners to develop TrueSight Interactive Video, an industry-first Video Interaction Tool for motor survey.

Strategies Implemented

The solution focused on 3 key factors: Ease of Implementation, Scalability and Comprehensiveness.

With TrueSight Interactive Video, surveyors could launch a video call on their web browser through a simple link. From there, the entire claim assessment could be completed within minutes.

Features such as remote camera control, annotation and geolocation were developed further to cut costs and maximise surveyor’s efficiency. Additionally, the capability to record high-definition images in real time significantly reduced the risk of fraud from remote surveys.

To further streamline the motor claims process, TrueSight Interactive Video was integrated with Fermion Merimen’s eClaims platform, allowing all video calls, vehicle photos and chat logs to be automatically documented into the system.

The Outcome

With the implementation of TrueSight Interactive Video, inhouse employment of claims surveys are managed more efficiently and MSIG is able to scale up easily as volume of surveys increase. Other benefits observed with MSIG include:

• Improved Survey Efficiency by 80% from an average turnaround time of 2 hours to 20 minutes
• Increased Staff Productivity by 100% from an average of 6 surveys to 12 surveys completed a day by one surveyor
• Achieved significant cost savings of 88% for motor claim surveys completed.

All MSIG partner workshops used TrueSight Interactive Video – scheduled surveys are conducted promptly and punctually, reducing time required to authorize vehicle repairs and claims. Workshops are able to turnaround vehicle repairs at a faster rate, thus elevating customer satisfaction and experience.

“The use of video technology has digitally enabled our people to engage with our workshops and our customers more efficiently.”

Jeremy Lian
Senior VP, Technical Services | MSIG Insurance Singapore

About MSIG Singapore

MSIG Insurance (Singapore) Pte. Ltd. (“MSIG Singapore”), is a subsidiary of Mitsui Sumitomo Insurance Co., Ltd, and a member of the MS&AD Insurance Group – one of the largest general insurance groups in the world with presence in 46 countries and regions globally. A leading general insurer with a local presence of over 100 years, MSIG Singapore offers an extensive range of insurance solutions for commercial and personal risk protection, enabling the security and safety of individuals and businesses. MSIG Singapore holds an A+/Stable financial rating by Standard & Poor’s.

Website: https://www.msig.com.sg/