For a successful business, offering a great customer serviceand adopting new technologies will always go hand in hand. That’s why it’s important to remember that using or investing in the latest technology doesn’t mean that your business no longer needs real-life people behind the scenes.

A recent LinkedIn article highlights that as the Internet of Things (IoT) grows and becomes more accessible to the consumer, insurance companies will be forced to change their business models to accommodate the new technologies. 

Accenture support this with their recent study, identifying that 86% of insurers believe that if they want to remain competitive, those insurance companies simply have to implement innovative solutions to their business.

But the most important thing insurers should remember here is that adopting this technology doesn’t mean making their service any less human.

Let’s explore why.

Business goals should align with personal ethics

To be able to offer an independent and impartial motor claims handling service, it’s also important to provide a personable service that helps you do what’s right by your customers.

This means combining an enthusiastic, expert team and a panel of accountable supply chain partners to deliver a range of tailormade services which add genuine value to your customers, whilst also utilising the right technology too to help enhance your offering.

Striking this balance is key here, as it can also showcase a way your business is positively changing the perception of motor claims by delivering claims ethically and collaboratively, with the customers’ happiness and satisfaction at the heart of all processes.

Humans empathise, and that’s what customers want

Even if a businesses was using the most advanced, sophisticated artificial technology (AI) service model, it still wouldn’t have the capacity to understand and sympathise with a customer on a personal level.

Empathy is a highly effective communication skill, and it’s something that can make all the difference when someone has experienced a difficult or traumatic automobile accident. For those claims handlers, appreciating the customer’s feelings and struggles makes for a much more personal customer experience, and it also makes the customer feel valued too, rather than just another claimant number on a spreadsheet.

Showing the real people behind the tech

We all know just how powerful eye contact can be when having a conversation. It helps to improve relationships, build trust, and allows people to read each other’s body language, making for a much more personal service. 

That’s why for many businesses, video calls and meetings aren’t just something that was born as a result of the pandemic. Now, video is considered a viable business-improving standard practice. So much so that companies have started integrating video voicemail tools such as Loom, or video conferencing services like Microsoft Teams and Zoom, into their daily operations.

What’s more, using video communication tools also means that customers can physically see who they’re speaking to, get to know their representatives’ mannerisms and understand that whilst they may be dealing with a technical matter or service, they’re not speaking to a robot.

Technology will never replace people

In the same way that someone may choose to use self-checkout lanes at a supermarket or wheel their trolly to a person, a digital customer may choose to self-serve via a chat bot or book a video call to have a more personal conversation.

When it comes to nurturing customer relationships, one-on-one, person-to-person engagement will always be important, and technology is here to help to make that interaction even more effective.

A symbiotic relationship: cutting edge technology and personal claims handling expertise

At ECSG, our people and processes come together to improve both claims spend and experience, and we pride ourselves on using the most appropriate technology, along with our professional motor claims handling platform, to achieve the fastest and most accurate resolution.

Our partnerships with our supply chain run deep into the values of our company, and our contracts are fair and sustainable to ensure a mutually beneficial partnership is established and preserved.

As specialists in technical claims handling, our goal is to do the right thing by our customers. Each and every member of our team share the belief that, through collaboration and honesty, everyone, regardless of fault, should have access to market leading services and be treated fairly and respectfully.

To find out more about our professional motor claims handling platform, reach out today.