8MARCH 2023IN MY OPINIONIN MY OPINIONIN MY OPINIONToday ­ whether we realize it or not - we are experiencing a renaissance in homeowner claim settlement processes and technology. The COVID-19 pandemic served as a catalyst that accelerated carriers' shift from field-based adjusting to virtual inspection and claim settlement. Much of that change is enabled by technology, some tried and true, some cutting edge. Today, carriers are measuring the impact and trying to understand the benefits to both the carrier and the customer and as of now, the results are largely mixed. Yes, we can adjust more claims remotely, quickly and accurately but customers still feel strongly about having a direct role in the claims process. Figuring out the right balance between process and technology and human interaction will determine the winners in this space.Critical to the claims adjusting process is the ability to "see" the damaged property. In the past,this was done exclusively through visual inspections supported by photos processed on film. The next evolution was instant photos (Polaroid) and then digital photos. Now, smart phones and other digital technology allow carriers nearly instant access to images of damaged property. Virtual Inspections Customers don't have to wait for a field adjuster to come to their homes to inspect the damage. Off the shelf applications, like FaceTime and Zoom, allow nearly every carrier to conduct a video virtual inspection with their customers in real time. Insurance specific applications like ClaimXperience and Symbility Video Connect go a step further and integrate with estimating platforms that import inspection data directly into the claim file.Augmented Reality Measurement Gone are the days of asking customers to pace their rooms, convert their shoe size and steps into inches and feet to measure the square footage of a room (yes, we did that). Today's smart phones equipped with Light Detection and Ranging (LIDAR) allow customers to take a handful of photos and, with the help of apps like PLNAR, convert that data into complete 3D renderings of a room. This CLAIMS PROCESSING AND MANAGEMENTBy Andrew Leeds, Vice President of Claims, Plymouth Rock AssuranceAndrew Leeds
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