The online insurance claim solution that puts your customers at the heart of their claim
Insurance claims are a painful experience. Call centre systems dictate the process, leaving customers frustrated and confused. Customers want to complete the process as quickly as possible and get back to the position they were in before the incident – this is ‘the promise’ the insurers make to their customers.
Our Software as a Service (SaaS) platform puts the customer at the heart of their claim, enabling them to dictate the pace of the process, whilst providing simple status updates. This enables faster resolution and improves claim centre productivity, enabling insurers to truly deliver on ‘the promise’.
Our 7 product modules fit into 3 main categories that cover the entire customer claims timeline.
Notification, Core Claim, and Settlement
Our FNOL solution allows the customer and the claim handler to share the same visual information in real-time about the nature of the incident, allowing:
Insurers can act quickly on customer-provided incident details direct from the customer’s smartphone allowing for an immediate and accurate assessment of the likely cost of the claim.
Customers are guided through photo, video and document upload instructions to provide an accurate representation of damage.
Customer-submitted data informs desk-based assessors about the nature of the damage or loss, saving significant costs compared to relying only on field or salvage yard visits.
Our Electronic Notification of Loss (ENOL) product is a fully online FNOL solution, designed to streamline the whole FNOL process.
This product offers all the advantages of the VDA product, but also includes:
Customers report the incident in real-time, directly from your website, which removes lengthy call-centre interaction. The information collected allows an immediate and accurate assessment of the likely cost of the claim.
Customers can report their incident directly on your website, removing the need for human interaction, thus massively reducing call-centre traffic.
We gather multiple information points including both video and written statements, weather conditions and location. These data points fuel our AI fraud prevention tool to create a ‘fraud score’ for each customer.
Total loss is an emotionally-charged and stressful situation making it hard for both the customer and claims handler. We help remove many of these challenges and provide all parties with a simple, straightforward, process that offers:
Rapid information flow drastically shortens the claim cycle. We settle claims in 1 day, compared to the 21 day UK average.
Data shows 50% of all customers switch after a total loss claim. Our platform delivers a better user experience than traditional channels, and provides a value-add service to your customers.
Our comparison tool allows claim handlers to provide evidence to validate their valuation. We use vehicles available on the market today, this reduces friction as customers see they are receiving a fair settlement.
Our clear, 5 step process delivers expert guidance that deciphers insurance terminology so customers are not alienated at a difficult time.
Our repair solution gives you control over repair shop volumes, quality and customer service. This allows:
Your customers can schedule the repair at a time of their choosing. This added flexibility enables them to work around busy schedules and greatly improves customer satisfaction.
‘TripAdvisor’ style review scores increase transparency, improving trust in the repairer’s competence.
The customer is informed via email how their claim is progressing, including pictures and video, and they are sent an estimated time of completion.
Repairers will bid for the job on our system, creating competition and fairer prices.
Our SMART repair solution has all the advantages of the Repair product, but also includes:
SMART Repairers will travel to the customer’s home or work address and complete most jobs within 4 hours.
By having the flexibility to send light repair jobs to SMART repairers, you can more effectively manage capacity and resource planning within your network.
SMART repairers will bid for the job, often reducing repair cost by as much as 50% compared to workshop prices. This allows your repair network to focus on the more complex repairs.
Payment delay can result in greater costs and a customer that is left frustrated and without transport. Our payments tool speeds up this process, capturing their payment details and allowing you to pay them instantly.
Our payments tool speeds up the payment process by capturing customer or repairer payment details and allowing you to pay them instantly via BACS or CHAPS. Payments are reported within the system, and can be easily exported to your accounting software.
Our payments tool allows you to schedule payments, so you can manage cash-flow and improve your reserving position.
Some customers are happier with a direct payment allowing them to repair their car independently. Our payments platform offers them this option during the repair journey, saving you repair charges.
You can pay your customers with retail vouchers, giving them greater flexibility in how they are paid, and substantial internal cost savings.
Your customers can’t drive a cheque to work. Our replacement platform helps your customers easily navigate their replacement purchase. Benefits include:
Your customers buy insurance to be made whole again – you can now deliver on this promise, and quickly put your customer back into the position they were in before the incident.
You can send your customer a bespoke offer to re-insure their new item, drastically increasing retention and customer satisfaction.
Our product match score helps customers review items based on their ideal requirements – greatly improving purchase confidence.
Our ‘Negotiation Engine’– removes the need to haggle, and ensures a fair price is paid – this saves your customers hours of hassle and stress.
This underlying function provides the following benefits:
Our AI Engine performs millions of calculations a second to deliver the right outcome, quickly and efficiently for your customers.
We use machine-learning algorithms on your normalised repair cost data to ensure the outcome is correct.
Our decision engine reduces workload in claims, allowing your operatives to focus on customer service.
This underlying function provides the following benefits:
Each customer is rated against several fraud indicators which contribute to an overall risk score, available to key staff.
We gather multiple, relevant customer data points for analysis, ensuring your fraud team always have the best information.
We collate and analyse trends on a macro-level, allowing you to more accurately underwrite insurance policies.
We aim to provide a great user experience for customers, and huge cost and productivity gains for insurers.
Anyone making a claim using a RightIndem-powered claims process enjoys...
Because we move information around faster, customers get faster settlements.
Because customers can manage their own claim anywhere, on any device, and at any time, they are not restricted to contact centre opening hours.
Because customers can review and access their entire claim data and know where they are in the whole journey, they have fewer queries, misunderstandings, and complaints.
Customers are allocated a personal claim handler, who stays with them from the start to settlement, providing continuity of care and in-depth knowledge of their case.
Insurers who use RightIndem to power their customer interactions can boast...
As customers can easily upload data and documents to the system, Claim handlers have all the information they need to process claims and queries faster than before (up to a third faster, based on early results).
We provide a consistent valuation platform, so leakage is reduced. We provide streamlined administration, reducing labour costs. We lower subrogation expenses, with clearer reporting.
As we provide easy access to relevant information for customers, they no longer have to make calls to know what is going on, so claim handlers can focus on progressing claims not giving status updates.
We capture ALL claim handler inputs and ALL customer interactions, ensuring you have the best, most granular metrics you would ever wish for to prove compliance and improve customer experience.
Claim Managers love RightIndem-powered claims processes because it provides...
They receive an admin dashboard that tells them about claim surges, complaints, and blockages that need immediate attention, along with complete drill-down daily metrics on team performance.
We explain the claim journey to the customer with mini videos and FAQs, we actively help customers understand the process, diverting contact centre traffic, to get faster resolution and customer success.
As we measure and report all feedback – good and bad - via our comments system, there is a clear audit trail of how customers felt through the whole process.
Due to consistent structured processes, claim handlers can get up to speed faster and focus on customer success and paying the right indemnity.
IT teams appreciate RightIndem because of what they get built-in
From top to bottom, from hosting through presentation layer, we are secure by design, with real-time auditing and alerting logs to ensure any breach can be known about, traced and dealt with.
All customer data is encrypted from login to logout using 256-bit SSL in-transit and multi-layered AES-256 at rest, along with separately stored encryption keys, in an off-site, secure cloud infrastructure.
Industry-standard robust APIs, messaging services and file transfer mechanisms provide automated clustering, flexible routing, high availability and asynchronous data delivery in and out of our platform.
We provide real resilience with full N+1 or greater redundancy for all components, super recoverability via multiple secure backup locations and 99.9% uptime to ensure continuity.
RightIndem, named after the need to deliver the ‘right indemnity’ for the customer, was founded in January 2016 as a solution to improve the customer journey during an insurance claim. Our software offers a greatly improved claims experience to insurance customers, which in turn delivers improved efficiencies and large cost savings for insurers. Based in Nottingham, Bedford and London, we are currently serving domestic and European insurers, with pilots also agreed both in the USA and Africa.
With over 15 years of expertise in business process outsourcing (BPO) for motor vehicle claims and IP in customer experience and e-commerce, our team is well placed to deliver our long term goals. We are backed by a great team of investors and advisors who between them have senior insurance, banking, enterprise software and e-commerce experience and we are currently shortlisted for the insurance start-up of the year award by the Insurance Times.