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Published 5 February 2020
International law firm DAC Beachcroft has launched two new products, developed in its claims research and development hub, Innovations Lab, to guide and support clients and their customers through the insurance claims journey.
Following feedback from insurers and their customers, the firm has created a Customer Care package comprising a series of short animations which explain, simply and clearly, the key stages that a litigated insurance claim may pass through from start to finish, what insurers' customers can expect at each stage and what action they might be required to take.
The bite-size videos, which explain key procedural steps in a case, will be sent by SMS to the customer's smart phone immediately prior to the corresponding stage of the litigation process. URL links and QR codes for each animation will also be included in other communications sent by the firm's lawyers to customers at each stage of the claim.
Commenting on the new Customer Care package, Peter Allchorne, partner and Head of DAC Beachcroft's Innovations Lab, explains, "Our aim with these short videos is to demystify the claims process for our insurer clients' policyholders and witnesses, as well as the commercial clients that instruct us directly, to reassure and ultimately to improve the customer journey."
"In the animations, we've tried to answer the queries that people most often ask about the claims process, so that they will feel less daunted by the whole experience and are clear about what is expected of them, particularly if their case goes to trial."
The firm's Claims Solutions Group has also introduced an E-Sign service which enables its clients and their customers to review and sign documents electronically.
"The introduction of digital e-signatures will further improve the customer experience, enabling our insurer clients’ policyholders and witnesses to review and approve documents at their convenience from a PC, tablet or smartphone," Allchorne added.
These latest products from its Innovations Lab follow on from the launch last year of BAIL, an online AI-powered motor liability assessment tool, developed jointly by DAC Beachcroft with InsurTech start-up, Automated Insurance Solutions, and Audatex, the motor repair and claims flow solutions specialists.
Launched in 2016, DAC Beachcroft's Claims Solutions Innovations Lab enables DAC Beachcroft to collaborate with colleagues, clients, and the wider insurance industry, to design, prototype, test and deliver new ideas for commercial products and services, and future claims solutions.