Renee Cacchillo, Senior VP- Customer, Brand and Technology The availability of multiple digital channels such as email, online updates, and mobile connectivity has made tracking of the entire claims process—first notice of loss (FNOL), appraisal, repair, and settlement— quite an effortless task. Although the digitization of claims management has expedited the process, it has been widely observed that the claimants using digital channels still preferred interacting with their agents while filing a claim. “As policy holders gravitate towards digital claims fulfillment for their transactions, there are areas where claims are more emotional than transactional, so you have to ensure that the human touch/ empathy is not lost in the damage assessment process,” says Renee Cacchillo, Senior VP-Customer, Brand and Technology, Safelite Group, which owns Safelite Solutions.
With humble beginnings that can be traced back to a small Kansas salvage yard, Safelite Solutions’ core operations today are focused on fleet and insurance claims management services. The firm has positioned itself as a third party administrator for insurance and fleet companies by developing and delivering unique solutions through comprehensive self-service digital channels. Safelite has detailed online resources and self-service websites for round-the clock client interaction, which the insurance agents can attach to their process, to go through that in a co-branded manner enabling them to proactively interact with their policy holders. The self-service websites allow policy holders to report a glass claim and schedule services. Another unique feature entails how the entire information flow on the websites has been built based on how the policy holder wants to work through the solution. “For instance, we ask our clients where they want their work done or where do you want to start at with regards to the automobile they own and the insurance company they are soliciting services from,” explains Renee.
We have been developing our omni-channel capabilities by including new technologies such as multi-modal options where policy holders can leverage mobile invoicing for fulfilling claims experiences
“And when we flipped the funnel that way we found that the customers stayed on the website longer and based on our measurement of customer delight, it made for a better experience for them.”
The forward-thinking digital solutions offered by Safelite include an Innovative voice response (IVR) functionality that allows clients to make calls to register a glass claim and schedule a service via smartphones. “We have been developing our omni-channel capabilities by including new technologies such as multi-modal options where customers or policy holders can leverage mobile invoicing for fulfilling claims experiences,” elaborates Renee.
The multi-modal text alert option is another key feature that allows policy holders to opt for text message alerts that link them directly to the online reporting system. In addition to helping the policy holders with detecting the right website to file the claim, the integration platform pre-fills a major portion of their available data, thereby creating fewer steps for the customer to complete. The innovative portal allows the agents to review open and completed claims, register a new claim for a policy holder or schedule an appointment online.
Safelite’s recently launched innovation hub—Safelite Works—is dedicated to the development of innovative customer-facing solutions for both auto glass needs and insurance claims processing. On the solutions front, Safelite is in the process of expanding outside glass claims into other FNOL programs. A people-powered and customer driven organization, Safelite’s vision revolves around evolving their external and internal processes to emerge as a trusted service brand that induces order, professionalism, and consistency to disordered automotive service markets.
