ATTAINING CUSTOMER LOYALTY, GOING OVER AND BEYOND TO MEET CUSTOMERS NEEDS
“Which? Insurance Brand of the Year” – That’s NFU Mutual. They are just one of the many companies in the insurance industry that have adopted the use of Eviid, which aids claims handlers and loss adjusters in reducing the cost of insurance claims.
Not only has NFU Mutal been awarded the title of “Which? Insurance Brand of the Year”, but many of its insurance covers have earned a 5-star rating from Defaqto. These serve as a testament to the company’s exceptional standards, which are upheld through their commitment to providing outstanding customer service.
“We believe in taking the time to find products which meet a customer’s individual needs, inspiring trust and building relations by exceeding expectations. It’s a successful, time-tested formula which puts quality customer service over a quick sale every time.” – NFU Mutal
REPLACING OUTDATED SYSTEMS, PROVIDING GUARENTEED SATISFACTION
NFUM faced the challenge of delayed access to media due to their outdated methods including discs, memory sticks and security, proving to be both inefficient and insecure. Handlers required a new system for faster, more accurate claims resolutions, shorter assessment times and better decision-making.
Claim professionals and agents at NFUM described Eviid as “super-fast” and particularly user-friendly. Impressively, 100% of testers found it to be “quite easy” or “very easy” to use, with 95% emphasising its immense helpfulness during challenging periods.
“Eviid has really impressed the claims professionals in our network. It has made their lives easier, but most importantly, it has helped them settle claims faster for our members.” – Paul Branch, Head of Claims at NFU Mutual.
QUICK STATISTICS GLANCE
- Rated as easy to use by 100% of testers.
- During challenging periods, 95% of testers found Eviid to be useful.
- Over 800 media items are uploaded monthly, both internally and externally.
MINIMISING THE RISK OF LEAKED SENSITIVE INFORMATION
As NFUM store vast amounts of business-critical, often sensitive media files are uploaded on the eviid platform. Whilst the cloud certainly speeds up access and transfer times, it’s Eviid’s ability to contain data, that makes the system so attractive for corporate users.
During the journey of a media file, Eviid minimises the risk of unauthorised data sharing, an important aspect in the insurance industry. From locking files into the eviid smartphone app ahead of a swift upload-and-delete, to closely monitored, secure facilities for sharing with third parties – eviid makes sure sensitive information captured in a video or image cannot be shared casually.
ENSURING A COMPREHENSIVE CHAIN OF CUSTODY FOR COURT ADMISSIBILITY.
One notable benefit highlighted in combating fraud is Eviid’s use of metadata, which provides a full chain of custody. In combination with Eviid’s patents, this ensures that any media uploaded is admissible in court. As a result, NFUM has been able to minimise disputes and achieve more accurate claim settlements.
“One of the key features of Eviid is the fact that tracks the metadata through all of the media uploaded. We can see exactly where the picture or video has been taken, where it has been uploaded from, and who has viewed and downloaded the media. It gives us a very good audit trail to be able to monitor claims media. It is one of the biggest factors that is used the support of claims. To be able to track these details allows us to pinpoint potential fraudulent claims and direct questions towards specific media.” – James Oram, NFU Mutual