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IAG trials video assessment of claims

June 02, 2020

IAG trials video assessment of claims to support customers impacted by COVID-19 

IAG, New Zealand’s largest general insurer, is trialling the use of video technology during its claims assessment process, as it considers how best to serve its customers in the wake of COVID-19.

IAG is using a process known as Virtual Assist, which involves the use of streaming video.  This technology means that IAG can continue to engage and address customer needs at a time when assessors may not be able to complete their work in person.

The assessment of mobile phone and property claims are the first areas to benefit, with motor vehicle claims to follow.

IAG Executive Manager Claims Services, Dean MacGregor says IAG is increasing the use of live assessing processes to minimise face-to-face interaction with customers who have made claims.

“Virtual Assist is initiated by an IAG assessor sending a text message or email to a customer’s mobile device. This message includes a link, and once selected starts the camera in the customer’s device and initiates the video stream,” says Mr MacGregor.

IAG and its partners are also using virtual assessment to successfully assess claims relating to mobile phones.

In this process, customers are asked to take photos or videos of the damaged phone. A technician reviews the situation and makes a judgement on whether the device can be repaired or needs to be replaced.

“Our assessors are contacting customers to confirm whether they would like to take advantage of the option of a virtual assessment and dozens of customers have been assisted using this process since the beginning of New Zealand’s Level 4 response, resulting in a faster settlement process for our customers.

“We will continue to maintain a high level of business continuity, and we are confident that the plans we have implemented will help ensure this,” says Mr MacGregor.

IAG will ensure that customers who take advantage of a virtual assessment will continue to have their privacy protected.