The fastest claims handling with the Claims Accelerator

Report and handle claims faster

'There is a huge shortage of claims handlers. As a result, it is sometimes difficult to give enough attention to victims. Annoying, because there is sometimes a lot of emotion involved in reporting damage,' says Luigi van Geest, Managing Director of EMS. 'Moreover, fast handling is often difficult, because 60% of the damage occurs outside office hours,' he continues. 'Customers are also just ready for it, they expect to be able to submit their own report online in their own time.'

State-of-the-art solution

Speed and accuracy are the most important things in claims handling. That's why we investigated together with EMS how we could speed up the claims intake. Both today within ANVA 4/5 and tomorrow within ANVA 6. The result: the ANVA Claims Accelerator. With this state-of-the-art add-on, victims submit their claim file themselves. Simply online, on the couch or at the kitchen table, via a link in your email or as an integration on your website. This increases self-reliance. That is pleasant for the claims handler, but also for the victim himself. Thanks to the Claims Accelerator, you can be sure that you are submitting your claim in the right way, which gives peace of mind and security.

Ronald Rongen, Partner Manager at ANVA, says: 'The insured person logs in whenever they want and receives a smart form with questions tailored precisely to their case. That saves a lot of back-and-forth calls!' As an advisor, you only need to do a final check, after which you forward the file to the insurer or authorized agent. And if your insurer or authorized agent allows it, the Claims Accelerator can even handle simple claims directly, and the injured party immediately receives a proposal for payment of the determined amount of damage, which they can then agree to.

Less pressure for advisors

So, this solution saves a significant amount of time: about 30 minutes per file! Plus, the advisor isn't under as much pressure. 'When a lot of claims come in after a storm, for example, other colleagues can help by taking the claims and sending out the claim forms to customers,' Ronald explains. This is a huge win for customers!

Focus on substantive claims handling

Bert Beijering, Claims Manager at Vrieling, talks about the visible effects of more efficient claims processing: 'We've been working with ANVA and EMS for several years now. The biggest added value? That the right questions are asked of the customer, and that everything is prepared in ANVA. This allows the claims handler to focus directly on the substantive handling of the claim.'

ANVA customer Financieel Fit has even set up an award-winning app for customers using the Claims Accelerator. 'It works incredibly well, and our customers really appreciate it. The Claims Accelerator is easy to implement and adds value for your customer. We can now handle claims within three days. So why wouldn't you do it?' says Nienke Weijers, strategic insurance leader at Financieel Fit.

AI innovations embraced

Automation naturally goes hand in hand with AI. Gerrit Kuiper, Operations Director at EMS, says: 'AI makes life easier but also brings challenges – especially in the insurance industry. You're working with sensitive personal information. That's why it's a must that humans always remain in control, especially when it comes to impactful decisions.'

When adding AI to the Claims Accelerator, optimal security was a no-brainer. 'You always have the choice of whether or not you want to use AI. If you turn it on, we only send small subsets of information, only what's really needed. Moreover, the solution isn't dependent on just one AI model. This makes it easy to switch if necessary,' Gerrit explains.

Besides, working with AI has to stay fun. 'To keep it manageable, we work with partial releases. It's already possible to validate claim amounts. The next step is to automatically send status updates.' AI can take over many tasks for time savings and better service. 'Still, saying goodbye to the physical claims handler is of course not an option,' Gerrit concludes.