Strategic CIO // Executive Insights & Innovation

Esurance Gives Auto Claims Personal Touch With Video

App lets a customer submit a claim via video chat with an agent. One of eight profiles of InformationWeek Elite 100 Business Innovation Award winners.

'We're not looking to create perfection the first time through. The technology of today lends itself to rapid development. There's just so much available out there.' -- Elinor MacKinnon, CIO, Esurance
"We're not looking to create perfection the first time through. The
technology of today lends itself to rapid development. There's just
so much available out there." -- Elinor MacKinnon, CIO, Esurance

Comment  | 
Print  | 
Comments
Newest First  |  Oldest First  |  Threaded View
Alison_Diana
50%
50%
Alison_Diana,
User Rank: Author
4/4/2014 | 3:52:35 PM
Re: Video of System
Absolutely! In fact, Esurance sees this as another career path for its claims agents. The service is new -- only introduced recently (you may have begun seeing TV commercials over the past few weeks) -- but if it becomes as popular as the company expects, Esurance could add more specialized video claims professionals, execs told me. It's definitely not seen as a staff reduction initiative; rather, it's a way for the company to connect with customers at a time when many consumers might want to see and speak to a real, live person. They've had an accident and a phone call, email, or IM just won't cut it.
ChrisMurphy
50%
50%
ChrisMurphy,
User Rank: Author
4/4/2014 | 3:45:54 PM
Re: Video of System
It's a really key point about the connection to people, Alison. At the InformationWeek Conference this week, Accenture's digital biz leader Mark McDonald made the point that companies going digital should focus on making a better connection back to people. If the digital strategy is just looking to eliminate people, to automate stuff, it's a fast road to commoditization.
Alison_Diana
50%
50%
Alison_Diana,
User Rank: Author
4/4/2014 | 3:37:27 PM
Re: Video of System
As companies do this, they also must remember to spend the time and resources on training the staff who will be supporting customers via video. Esurance included the two initial video service reps from the beginning, a smart move IMHO. In addition to feeling comfortable in front of and with the camera, these agents obviously can't work in a typical call center cube where people may be walking back and forth in the background and the camera can pick up a lot of noise and distractions. 
ChrisMurphy
50%
50%
ChrisMurphy,
User Rank: Author
4/3/2014 | 5:11:49 PM
Re: Video of System
Many industries need to consider how they can use this kind of ad hoc video, now that most of us are walking around with a networked video camera nearly all the time. In maintenance, customer service, online sales, shipping/receiving areas -- there are a lot of potential time-saving possibilities. 
Alison_Diana
50%
50%
Alison_Diana,
User Rank: Author
4/2/2014 | 2:25:48 PM
Video of System
Here's a video, by Esurance, that demonstrates its video claims system.

 

The Business of Going Digital
The Business of Going Digital
Digital business isn't about changing code; it's about changing what legacy sales, distribution, customer service, and product groups do in the new digital age. It's about bringing big data analytics, mobile, social, marketing automation, cloud computing, and the app economy together to launch new products and services. We're seeing new titles in this digital revolution, new responsibilities, new business models, and major shifts in technology spending.
Register for InformationWeek Newsletters
White Papers
Current Issue
InformationWeek Tech Digest, Nov. 10, 2014
Just 30% of respondents to our new survey say their companies are very or extremely effective at identifying critical data and analyzing it to make decisions, down from 42% in 2013. What gives?
Video
Slideshows
Twitter Feed
InformationWeek Radio
Archived InformationWeek Radio
Join us for a roundup of the top stories on InformationWeek.com for the week of November 16, 2014.
Sponsored Live Streaming Video
Everything You've Been Told About Mobility Is Wrong
Attend this video symposium with Sean Wisdom, Global Director of Mobility Solutions, and learn about how you can harness powerful new products to mobilize your business potential.