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Aviva uses CitNow video technology in claims process


Insurer Aviva is now using CitNow video technology in its claims process across its national network of BMW repairers.

Traditionally, the claims process has been a time-consuming process that could involve several layers of checks and a drawn out, back-and-forth conversation between the insurance engineer and a repairer or bodyshop.

Aviva’s motor network manager Alistair Campbell said: “Customers at the moment experience what I call a stop-start claims process. I want customers to see their claim progressing at every stage and, because of the way a claim is carried out now, that doesn’t always happen.

“If the still images we get with a traditional VDA don’t support clearly the work that the repairer is asking approval for, our engineer then has to send a message back to the repairer and ask for clarification, and the whole thing becomes protracted and slow.

“Using the CitNow app, an insurance engineer can have a full view of every job in one go and will feel more comfortable approving more jobs. We can complete more jobs per day but the real value is for the customer, who doesn’t have to wait so long to hear whether or not their claim has been successful.”

CitNow sales director Gordon Grant said: “One of the biggest bugbears motorists have about insurance companies is the length of time it takes for claims to be approved, so Aviva is leading the way in providing a better, more streamlined service for its customers.”

Last year, CitNow launched a Bodyshop application which it says has proven to add up to £250 per job in ‘upsell’ for some repairers.

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  • Alistair Jeff - 20/03/2015 09:03

    As Google posed recently, if a picture paints a thousand words does a video paint a million ? One-take videos cover so much more ground than static imagery and should enable quicker & more open dialogue to keep process moving openly & quickly.