Automated
FNOL, eg, via telematics
Intuitive digital
FNOL for
customer
Simple, digital
FNOL for
intermediaries
Digital offering
of cash
settlement
Digital offering of replacement of damaged items
Automated
invoice
verification
Automated
payment
processing
Push notifications
with safety
warnings
IoT–based
driving behavior coaching
Digital self-
service damage assessment
Digital appraiser appointment
selection
Digital repair
shop-appointment selection
Automated
intelligent case management
Automated
fraud
detection
Digital real-
time progress
tracking
She notifies her insurer about the
glass damage via
a simple, intuitive online notification
on her phone.
Digitizing the many types of claims customer journeys requires a clear set of digital assets.
Relevant digital assets
Digital claims customer journey
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Her insurer digitally receives the repair invoice, which is automatically checked and paid.
Julia receives a push message—“how to prevent glass damage during winter months.”
Automated
settlement
Digital loss
assessment
and repair
Automated
claims
management
Digital first notice of loss (FNOL)
Digital claims prevention
She selects a repair appointment with
a nearby repair shop; Julia’s car is picked up at her office for repair.
While in FNOL, Julia’s claim is analyzed and fraud checked in real time and classified as a simple claim.
A rock cracked her car’s windshield.
58 years old
Julia
Automated
FNOL, eg, via telematics
Intuitive digital
FNOL for
customer
Simple, digital
FNOL for
intermediaries
Automated
intelligent case management
Automated
fraud
detection
Digital real-
time progress
tracking
Digital offering
of cash
settlement
Digital offering of replacement of damaged items
Automated
invoice
verification
Automated
payment
processing
Push notifications
with safety
warnings
IoT–based
driving behavior coaching
Digital self-
service damage assessment
Digital appraiser appointment
selection
Digital repair
shop-appointment selection
She submits her claim via a simple, intuitive online notification on her tablet.
Digitizing the many types of claims customer journeys requires a clear set of digital assets.
Relevant digital assets
Digital claims customer journey
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The invoice of the service provider
is automatically verified and processed; she does not need to worry about invoices or payments.
Betty gets a push message warning her about an upcoming lightning storm.
Automated
settlement
Digital loss
assessment
and repair
Automated
claims
management
Digital first notice of loss (FNOL)
Digital claims prevention
She selects the brand and type of WLAN router she has by taking a photo of the name plate; a few days later, a new WLAN router arrives.
Her claim is analyzed and fraud checked and identified as a direct replacement claim in real time.
A lightning strike in Betty’s neighborhood caused her wireless local access network (WLAN) router to fail.
24 years old
Betty
Automated
FNOL, eg, via telematics
Intuitive digital
FNOL for
customer
Simple, digital
FNOL for
intermediaries
Automated
intelligent case management
Automated
fraud
detection
Digital real-
time progress
tracking
Digital offering
of cash
settlement
Digital offering of replacement of damaged items
Automated
invoice
verification
Automated
payment
processing
Push notifications
with safety
warnings
IoT–based
driving behavior coaching
Digital self-
service damage assessment
Digital appraiser appointment
selection
Digital repair
shop-appointment selection
His car automatically notifies his insurer of all relevant details.
Digitizing the many types of claims customer journeys requires a clear set of digital assets.
Relevant digital assets
Digital claims customer journey
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He accepts and within minutes receives the money in his PayPal account.
Scott’s smartphone reminds him to keep track of speed limits.
Automated
settlement
Digital loss
assessment
and repair
Automated
claims
management
Digital first notice of loss (FNOL)
Digital claims prevention
He uploads photos
of the damage for his insurance carrier, allowing automatic claim processing; he is offered a settlement via a push message.
His claim is analyzed and fraud checked and identified as only a minor damage claim.
Parking his car, Scott hit his garage wall.
39 years old
Scott
Automated
FNOL, eg, via telematics
Intuitive digital
FNOL for
customer
Simple, digital
FNOL for
intermediaries
Automated
intelligent case management
Automated
fraud
detection
Digital real-
time progress
tracking
Digital offering
of cash
settlement
Digital offering of replacement of damaged items
Automated
invoice
verification
Automated
payment
processing
Push notifications
with safety
warnings
IoT–based
driving behavior coaching
Digital self-
service damage assessment
Digital appraiser appointment
selection
Digital repair
shop-appointment selection
The other party took responsibility for the accident; Pedro gets a text message from the other party’s insurer to verify the details and upload photos of damage.
Digitizing the many types of claims customer journeys requires a clear set of digital assets.
Relevant digital assets
Digital claims customer journey
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The appraiser offers a cash settlement and texts him a link to all details; Pedro accepts the offer on his smartphone and the money is in his account.
His smartphone provides feedback on his acceleration and braking behavior to reduce the risk of accidents.
Automated
settlement
Digital loss
assessment
and repair
Automated
claims
management
Digital first notice of loss (FNOL)
Digital claims prevention
Pedro uses an appraiser of the counterparty’s insurer because he can directly schedule an appointment online; the appraiser calculates the damage.
His claim is analyzed and checked for fraud in real time. Because the damage is
complex, an on-site damage assessment
is required.
Someone ran into the back of Pedro’s car at a traffic light.
64 years old
Pedro
Automated
FNOL, eg, via telematics
Intuitive digital
FNOL for
customer
Simple, digital
FNOL for
intermediaries
Automated
intelligent case management
Automated
fraud
detection
Digital real-
time progress
tracking
Digital offering
of cash
settlement
Digital offering of replacement of damaged items
Automated
invoice
verification
Automated
payment
processing
Push notifications
with safety
warnings
IoT–based
driving behavior coaching
Digital self-
service damage assessment
Digital appraiser appointment
selection
Digital repair
shop-appointment selection
She contacts her insurance agent regarding the scratches; they digitally file the claim with damage photos, a police report, and repair invoice.
Digitizing the many types of claims customer journeys requires a clear set of digital assets.
Relevant digital assets
Digital claims customer journey
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After the repair invoice has been automatically verified it is paid to her bank; she receives the money from her insurer a few days later.
Rachel regularly receives information about the safety of the neighborhoods where she parks.
Automated
settlement
Digital loss
assessment
and repair
Automated
claims
management
Digital first notice of loss (FNOL)
Digital claims prevention
As Rachel’s car has been repaired already and the damage was minor, no further action is needed.
Her claim is analyzed and checked for fraud, and automatically sent into the invoice verification process; a day later, she checks the claim status online and finds it has been approved.
She discovers scratches on her left car door and immediately has her car repaired at her local OEM dealership.
29 years old
Rachel
