Case Study: “Automating the First Notice Of Loss and Improving Customer Satisfaction, Enabled by APIs”
Aviva Canada Inc. and Accident Support Services International Ltd. collaborated to implement a first-in-Canada real-time claims First Notification of Loss (FNOL) integration service for customers reporting their vehicle collisions at Collision Reporting Centre (CRC) locations across Canada. This new service leverages accident, location, policyholder, driver, vehicle, and witness data that is collected and validated by the CRC to start the Aviva’s FNOL process in Guidewire ClaimCenter – automating the creation of a new claim if one does not already exist.
In addition to automating the creation of the claim and the first-party incident, the integration also automatically enrolls the customer in Aviva’s customer notification solution that immediately informs them via email/SMS of their assigned claim number. It also subsequently updates them on their assigned adjuster’s contact information, liability and deductible decisions, rental and repair arrangements, total loss decisions, and more.
Speeding up the intake of new claims and getting customers’ repairs & replacements moving faster are key to Aviva’s customer-centric claims strategy.
Jonathan Spinner, AVP of Claims Transformation and Strategy at Aviva, and Rick Yates, VP of Insurance Programs at Accident Support Services International, will discuss their joint project and place it in the context of each company's innovation activities. Hear about:
- The value proposition;
- The project;
- The results; and
- What's next.
VP North American Insurance Programs,
Accident Support Services International Ltd.
Rick has more than 25 years of experience in the automotive and insurance industries. He has been an active member of the CICMA of Ontario since 2006 and was President in 2010-11. He is a graduate of the BC Institute of Technology with a Business Management Degree in computer programming. Rick helped develop and launch the first Auto Glass claims call center in Canada with Speedy Glass and grew it to two centers with more than 40 customer service staff. He was the first Vendor Manager for TD Insurance and rose to the position of Vice President of Claims – Western Canada. Rick has also owned and operated CARSTAR Collision franchise locations.
Accident Support Services International Ltd. (ASSI) is the private enterprise element of a partnership between Police, Insurance Companies and private enterprise. The company is the operator of several Collision Reporting Centers and the creator of a Microsoft Award-winning Collision Records Management Solution, CROMS. ASSI has been providing professional collision management solutions since 1994.
For more information, please visit www.accsupport.com.
AVP - Claims Transformation & Strategy,
Jonathan Spinner is an insurance technology and innovation strategy leader within Aviva Canada's Claims business.
Jonathan applies his extensive background in technology strategy and delivery to the ongoing identification, assessment, and implementation of technology solutions to improve the Aviva claims customer experience, and to make it easier for claims staff to deliver that experience in ways that surprise and delight Aviva’s customers.
Aviva Canada is one of the leading property and casualty insurance groups in the country, providing home, automobile, leisure/lifestyle and business insurance to 2.8 million customers. A subsidiary of UK-based Aviva plc, Aviva Canada has more than 4,000 employees focused on creating a bright and sustainable future for their customers and our communities.
Aviva Canada invests in positive change through the Aviva Community Fund, Canada’s longest-running online community funding competition. Since its inception in 2009, the Aviva Community Fund has awarded $9.5 million to more than 400 charities and community groups nationwide. Aviva Canada, bringing over 300 years of good thinking and insurance solutions to Canadians from coast to coast.
For more information, visit aviva.ca.
Doug Grant has been helping the insurance industry in Canada – individual companies and cross-industry groups in both P&C and Life – make effective use of technology for many years.
Doug is a founding partner of Insurance-Canada.ca, a leading Canadian Insurance resource centre for consumers and insurance professionals alike. He helps organize and host Insurance-Canada.ca's annual conference and other industry events.