An Inside Look at the Evolution of Claims

The claims process is fundamental to your dealership's success, impacting its overall profitability, as well as customer satisfaction, loyalty and retention. What was once a time-consuming process has been streamlined through online systems and the support of skilled experts. As claims handling evolves, becoming more convenient for dealers and consumers, we take a closer look into the efficiency of this process with Amit Maharaj, our Manager of Customer Services. He discusses working with service advisors and consumers to support claims handling, the role of our customer service team and how we plan to advance our system. ?

How A Strong, Unified Team Drives Results ??

Our team of 220 amazing individuals help us adjudicate claims of all kinds for our dealer partners. We provide top-of-the-line customer service at our contact centers while making the most efficient decisions that keep the dealer and contract holder in mind. ??

Our day-to-day is full of interactions as our contact center receives claim requests from both dealer personnel and customers.

We assist contract holders, dealer representatives, and independent repair facilities in processing claims and handle around 5,000 - 7,000 calls daily. ?

Of all our claims analysts, 37% are Automotive Service Excellence (ASE) Certified, and 60% are ASE Master Certified! ASE certifications require practical work in the field and knowledge of mechanical theory, which helps our associates make the best decisions for dealers and their customers. Our expertise ensures that repairs and claims are completed accurately and efficiently per the contract terms so that we can get the customer back on the road as quickly as possible.?

Adapting To New Processes That Support More Dealers?

The claims process has evolved immensely as we have focused on modernizing our process by utilizing the latest technology, creating a better experience for everyone involved. We have streamlined many of our internal processes to become more efficient, and we have also introduced online claims, which allows our dealer partners to ditch the phone and send claims requests digitally to our contact center at their convenience.

This is all part of our mission to be innovative and ‘Do It Better’ for our partners.???

We’re thrilled to have heard positive feedback from our 6,700+ contacts enrolled in online claims, who have described the process as “easy to use, easy to get approval, and more convenient than calling claims in.” They love the opportunity to submit claims at their leisure, freeing up their time to assist their customers. This also helps to reduce call volume. Plus, we have even seen an 11% increase in submissions month over month year-to-date.?

Online Claims: Beneficial for Dealers and Customers?

Online claims allow service advisors to work at their own pace without waiting on hold for an analyst to become available on the phone. They can submit a claim, or multiple claims if they get backed up, and then continue to help other customers while they wait for either a claim's decision or directions for the next steps in the claim process. The process was designed to provide flexibility so that more time can be saved to invest in serving customers.?

The Future of Claims??

As dealership operations and technology evolve, we envision that the volume of online claims processed will grow exponentially. In addition, we will continue utilizing technology to further streamline and automate claims processes wherever possible.

Looking for more information on claims efficiency for your dealership? Check out our blueprint for success in this blog.?

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