How efficient digital claims settlement works

As Digital Transformation Manager, Nicole Nebelung is responsible for digital change at ERGO. Together with her team, she has now set up claims settlement via video, which makes it easier for clients to report claims, especially in times of coronavirus.

You have established the digital claims settlement project at ERGO. What does it entail?

Nebelung: The client demands different ways of contact from us. With digital claims settlement, we can react very quickly and flexibly. It is a win-win situation for all sides. We as a company can assess the claim very quickly and process it faster. This makes life easier for our Claims Managers. Especially when they have long distances to the customer, they can save an enormous amount of time. For clients, the process is also faster. They don't have to wait long for the Claims Manager and benefit from the fact that the claim is already resolved 24 hours later. 

What exactly is the process of settling a claim digitally?

Nebelung: In a telephone conversation, the Claims Manager explains how the video inspection is carried out. He then sends the client a link that he can click on his smartphone. The client does not have to download anything. The employee then guides the client through the process by phone and can already clarify what kind of damage is involved. The client provides his smartphone as a camera and our adjuster takes pictures. The Claim Manager guides the client through the process to get the best possible pictures. The client only needs a modern smartphone and no special technical skills. 

You have established this project within six weeks. Did Corona accelerate the timing?

Nebelung: We've had this topic on the radar for quite some time. Setting it up so quickly was a challenge for the entire team that worked on it. Because we were able to get the whole project up and running very quickly, even though the test phase was eliminated in advance. But in fact the pandemic has brought the project forward. In times of social distancing, it was easy to inspect the customer's damage. On-site appointments and a possible risk of infection could then be avoided.

What is the feedback from clients? 

Nebelung: We have already learned that our clients are very enthusiastic about the project, even if it is new and requires an explanation from the Claims Manager. Clients appreciate the speed and simplicity of the whole process. However, we will evaluate this more intensively in Autumn.

How satisfied are you personally with the outcome? 

Nebelung: I think it's great. But it is of course important that we also receive feedback from our Claims Managers on how it was accepted and implemented. And we will analyze which claims are really suitable for this and how we can further develop it.

What can you already say now: which damages can best be assessed in this way? 

Nebelung: At the moment, digital claims management is only in use in the area of property damage, for losses with a low level of damage. For example, when there is a water damage and the ground swells up. This can be very well documented digitally. Of course not every damage is well suited. A large fire damage must continue to be settled in the usual way.

Will digital claims settlement be the future? 

Nebelung: It is definitely part of the future and it is important that we as a company can offer such a service. Especially in the event of a claim, it shows how good an insurance policy is. And if we then act fast, regulate and disburse money quickly, it has a positive outcome on our clients' satisfaction.  

With the digital claims settlement project you are nominated for the DFLA2020 Award. What does it mean to you?

Nicole Nebelung: It makes me very proud. And it shows me that we are on the right track and that we as a company have also recognised what digitisation means.

The interview was conducted by Benjamin Esche.

Nicole Nebelung has been nominated with this project for the DFLA2020 Award in the category "Digital Transformation". Voting for the award will continue until 16 August. You can vote here: https://digital-female-leader.de/bewerberinnen20/nicole-nebelung/