New and Improved Motor Claims Survey in the Philippines as BPI MS Implements Fermion Merimen’s TrueSight Interactive Video

New and Improved Motor Claims Survey in the Philippines as BPI MS Implements Fermion Merimen’s TrueSight Interactive Video

“(TrueSight) Video Chat has helped us especially during the height of the pandemic since there were restrictions for face-to-face inspection and there was necessity to work from home. Regardless of the location of the insured vehicle, we were able to conduct inspection as long as internet connection was good.

Since using (TrueSight) Video Chat, our travel time for inspection and the waiting time of the client were eliminated. Photos taken were automatically uploaded in the system. In case the assigned evaluator is on urgent leave, we can easily transfer the assignment to another evaluator.

In general, this is a very useful tool to provide better service to the clients.”

BPI MS Authorized Representatives / End Users

Key Highlights

Client Needs

To improve its overall customer experience and productivity of its surveyors, BPI MS Insurance Corporation wanted to digitalize some of its motor claims processes.

The Challenge

To verify a motor insurance claim, a surveyor is assigned to schedule an inspection of the vehicle to assess the damages. Often, surveyors would need to travel to multiple locations depending on location of vehicle and workshop. External factors such as poor traffic and adverse weather conditions often delay the survey procedure, prolonging the entire claims process.

In total it would take 2 to 3 days for an adjuster to review the claim and produce an assessment report.

The Solution

To reduce the turnaround time, BPI MS implemented Fermion Merimen’s TrueSight Interactive Video (Video Chat) to enable surveyors to assess damages and verify motor claims digitally, and Fermion Merimen’s eClaims platform to streamline its claims process.

 

Strategies Implemented

  • BPI MS implemented Fermion Merimen’s TrueSight Interactive Video (Video Chat) to provide a digital engagement solution for its surveyors, adjusters, partners and customers.
  • The TrueSight Interactive Video included features such as remote camera control, annotation, chatbot and geolocation – all to help surveyors conveniently complete the entire survey process remotely, without the need for physical site visit. Assessments and reports are completed within minutes, with only a few clicks.
  • The Fermion Merimen eClaims platform automatically saves and documents all data points and evidence into the system such as video calls, vehicle photos and chat logs. This eases progress tracking and access to evidence any time necessary.

 

The Outcome

  • Improved turnaround time – BPI MS was able to reduce its motor claims inspection turnaround time by 50%, improving both claims team productivity and customer experience. The inspection of claim and creation of survey report have been shortened to 1 – 1.5 days per case instead of 3 days.
  • Cost savings – With the implementation and use of TrueSight Interactive Video, there has been ~29% savings on all initial inspections done in 2021.
  • Reduced exposure to health risk – The digital assessment has reduced surveyor’s exposure to risks associated with traveling to and being physically at accident sites.

 

About BPI MS

BPI MS Insurance Corporation (BPI MS) is a joint venture of the Bank of the Philippine Islands (BPI), one of the country’s most respected banking institutions and a member of the Ayala Group of Companies together with Mitsui Sumitomo Insurance Company (MSI), one of the largest non-life insurance companies in Japan. BPI MS has a wide-spread presence with 15 branches and satellites offices nationwide.

 

Website: https://www.bpims.com/


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