"Industry use of photos for method of inspection has been growing and insurers are seeing benefit to both cycle time and customer satisfaction," Susanna Gotsch, director, industry analyst, CCC, said in a statement. (Credit: create jobs 51/Shutterstock)
Photo estimates and artificial intelligence-supported claims have expanded at a record pace, exceeding double-digit growth since the beginning of the year, according to CCC Information Services Inc. The rapid adoption of digital technology is in direct response to social distancing and work-from-home protocols initiated to combat COVID-19.
CCC industry data shows that the insurance industry recently surpassed 3 million estimates initiated leveraging photo technology since tracking began in 2018. The company also reports that the percentage of claims processed through CCC Quick Estimate, the company's mobile photo estimating solution, has more than doubled from January to April this year as carriers are accelerating the use and adoption of digital tools in response to COVID-19. CCC also reports a similar trend in estimates written using CCC Smart Estimate, which applies AI and estimating logic to photos captured with Quick Estimate.
CCC's analysis centered around automobile claims.
(Photo: Courtesy of CCC Information Services)
The graphic shows that the percentage of claims that use photos as the method of inspection is growing.
- Digital-driven carriers used photo technology as the method of inspection for 65% of their claims in May, up from 63% in February.
- Digital-enabled carriers used photo technology as the method of inspection for 11% of their claims in May, up from 6% in February.
- Digital-forward carriers used photo technology as the method of inspection for 41% of their claims in May, up from 35% in February.
"Industry use of photos for method of inspection has been growing and insurers are seeing benefit to both cycle time and customer satisfaction," Susanna Gotsch, director, industry analyst, CCC, said in a statement. "The recent spike is likely indicative of a new normal as we're seeing greater use of digital by carriers that have been in market and new insurers coming online with digital solutions."
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Denny Jacob
Denny Jacob is an associate editor for NU PropertyCasualty360. Contact him at [email protected].
