Touchless Auto Claims: One Year On

Just a bit more than a year ago, a driver made a phone call to their insurance company — and made history.

How? Well, the insurance claim that followed was the first-ever completely touchless claim — in that it was entirely carried out by a trained artificial intelligence (AI).

The AI received pictures of the claim from the driver, assessed the damage, created a line-by-line estimate of what it would cost to repair and sent the claim back.

Total time to process: 15 seconds. Humans involved (apart from the driver)? Zero.

If you’ve ever made a conventional insurance claim, this sounds unbelievable. The process can be long and unpleasant, with far too many hold-ups (as you wait for someone to look at your car) and data collection loops (as the repairer and insurer agree on what exactly should happen to it, and when).