STRIVING FOR MAXIMUM EFFICIENCY TO ENHANCE CUSTOMER SATISFACTION
As one of the UK’s leading personal line insurers with a customer base exceeding 4.5 million, LV= recognises and understands the importance of time for their valued customers.
“Throughout our 180-year history, we have put our people and our customers at the heart of everything we do, because what matters most to you, matters to us too.”
Before the adoption of Eviid, the claims team faced significant challenges with the traditional approach to claims handling. Physical copies of video footage had to be mailed, processed through offline systems for virus scanning, and circulated among staff, offices and departments for approval. Not only was this a lengthy process with a timeframe of up to 50 days, but also raised concerns regarding storage and compliance with GDPR.
ADOPTING EVIDENTIAL TECHNOLOGY TO REDUCE TIME FRAMES BY 98%
LV= was dedicated to finding a suitable solution to implement to reduce the documentation turnaround time, streamline their assessment and decision-making process, and most importantly, enhance customer satisfaction.
“Eviid has reduced the time it takes for claims handlers to access policyholder-submitted video or images by 98% from an average of 50 days to less than one! This allows LV= to validate and settle claims much faster.” – LV=
After the adoption of Eviid, LV= saw an immediate return on investment. “Eviid has reduced the time it takes for claims handlers to access policyholder-submitted video or images by 98% – from an average of 50 days to less than one! This allows LV= to validate and settle claims much faster.” Statistics revealed a 95% reduction in claim timeframes and a 98% reduction in the time taken to receive media.
Not only did LV= manage to reduce the amount of time spent significantly, but they also saved money due to fewer personnel needing to be sent out to check claims. “Reduced the need for site visits by 80% for its property insurance claims and is now in the process of rolling out the technology across the motor claims business.” The success was so impactful that they decided to expand the use of Eviid’s technology to other sectors of the business.
Problem:
Leading UK motor insurer wanted to migrate the clunky file transfer workflow to handle multiple media file types into the business from smartphone footage, CCTV, Dash-Cam, Drones etc.
Solution:
Eviid Upload enables a simple, easy to use, app-less process that enables an internal individual to send a quick link to whoever they require media from. Uploader handles media with the secure media handling complexities of eviid
Enterprise Results at scale within multiple teams:
95% reduction claim timeframes
98% reduction in time taken to receive media
ROI on day 1
QUICK STATISTICS GLANCE
- 95% reduction in claim timeframes.
- 98% reduction in the time taken to receive media – from average 50 days to 1 day.
- 80% reduction in the need for site visits.
SIMPLIFYING THE PROCESS, PROMOTING EFFORTLESS MANAGEMENT AND COLLABORATION
Did the setup process for LV= take long? Not at all! Eviid’s user-friendly Media Hub allows LV= to effortlessly manage, store, collaborate, and share their visual assets with remote, quick, and secure management.
“Everyone has been impressed by how quickly footage is being uploaded after the links have been sent out, and how easy it is to search for and view the footage. ” With tiered access levels and secure cloud storage, LV= ensures that any sensitive information uploaded cannot be shared casually, speeding up access and transfer times.