Increased automation set to reduce motor claim turnaround times and increase customer visibility.
Kiwi insurer Tower is excited to announce the integration of the Hello Claims assessing and repair management platform into its online systems. This move will significantly improve the motor claims process for both motor repairers and customers.
The integration with Hello Claims, a best-in-class cloud-based assessment and repair management platform, will enable customers to view their motor claims status at every point on their claim journey on My Tower, Tower’s online customer platform.
With this new technology integration, Tower customers can now receive real-time updates on their claims, eliminating the need for manual requests. This innovation streamlines the claims process by automatically assigning claims to repairers, accelerating resolution times for everyone involved.
Tower Chief Claims Officer, Steve Wilson says Tower is transforming its claims experience for customers and partners.
“We’re aiming to halve our total claims turnaround time, and with Hello Claims we’ll be able to reduce our claims process significantly. For example, receiving a quote, allocating an assessor and authorising the work can currently take up to four days on average, whereas we’ll be able to do it in real time.
“Similarly, we’ll be able to reduce the time it takes to allocate a claim to a repairer, authorise repairs and process invoices from three to five days down to a single day, which helps customers and repairers.
Collision Repair Association and Motor Trade Associations 2023 Collision Repairer Survey of Insurers showed claims process efficiency among New Zealand insurers has dropped since 2020, demonstrating the need for innovative process change. “Integrating Hello Claims software represents a pivotal point for motor claims. We look forward to seeing the improvements the software will have on the claims journey for our customers and repairers,” says Wilson.
Hello Claims software is capable of batching supplier quotes at agreed bulk rates, assessing quotations and it can be integrated with leading panel management systems used by many motor repairers in New Zealand. Repairers who work with Tower on an integrated panel management system will realise the benefits from July.
The software will also enable quicker invoicing times for repairers. Once integrated, approved vendors will be able to have their invoices paid in as little as 24 hours.
Hello Claims Managing Director Nick Herford says, “Hello Claims’ commitment to innovation and Tower’s forward-thinking approach to insurance mean our two businesses are closely aligned. Our partners who’ve embraced our technology and philosophy have witnessed tangible benefits such as enhanced productivity, comprehensive data analytics, and enhanced communication with all stakeholders through the claims process.
“Through automation and adherence to best practices, we’re dedicated to enhancing customer and repairer experiences, thus revolutionising the insurance industry landscape.”
Tower will integrate Hello Claims software into its customer platform and internal systems from July 2024 and complete by September 2024. For more information on Tower’s car insurance visit: https://www.tower.co.nz/car-insurance/
ENDS.