LINCOLN – Amica Mutual Insurance Co. has unveiled a new app for its field adjusters to save time and enhance the customer experience.
The company, the oldest mutual insurer of automobiles in the country, teamed with IBM to offer IBM MobileFirst for iOS Claims Adjust.
More than 170 adjusters are being given IPad Pro tablets and iPhone 6 cellphones loaded with the program, which will allow them the ability to access individual claims data anywhere in the field.
According to company officials, adjusters previously had to write down details from their files or email themselves information before they went on visits. Now, they will have information available immediately and also will be able to add to files from the field. Adjusters also can record a customer’s statement using the camera and voice-recorder features on the devices.
Larry Brown, claims innovation manager in the claims executive department, said the app also will allow adjusters to share information with the customers and show them relevant documentation and photos, which will improve customer service.
Adam Kostecki, claims officer in the claims executive department, said the company had been researching the idea of a custom mobile app for its adjusters for a number of years.
“The key is, [the app is] providing them with relevant information that they need to see at the moment,” Kostecki said, adding it will “empower them to make more informed decisions right on the spot.”
“In addition, the app allows them to collect information from the field and submit it. I think it should help with claims cycle times,” Kostecki said.
“This process wasn’t just about taking all the data from our different internal systems and making it available to adjusters on a mobile device. It was about starting with our field adjusters and observing their daily work – to uncover opportunities to improve their productivity by taking advantage of the latest and greatest in mobile technology. We’ve been amazed at how quickly we were able to work with IBM and Apple to design and build a functioning, integrated app.”
