Despite the uptick in virtual claims amid the COVID-19 pandemic, consumers still crave human interaction in their claims interactions, according to an April 2021 report from LexisNexis Risk Solutions. “No matter how great the technology is, consumers still want human touch when they need it,” reads the company’s whitepaper. “Consumers appreciate the convenience of online, self-service virtual processes, but when they want to talk to a human being, nothing else can substitute—not even the most personable bot.” The report also states that having direct access to a representative dramatically increases consumer comfort levels with automated claims processes across every age group, and especially so for the baby-boomer generation. “The sweet spot for claims processing overall seems to be a mix between self-service and adjuster interaction,” said the LexisNexis report. “This type of hybrid model provides the advantages of automated solutions along with a personal touch when consumers feel the need for it.” In the LexisNexis survey, 48 percent of insurer respondents said they were “seriously considering or piloting some form of ‘touchless claims’ process.”


The Co-operators Group popped the question and got the response they were looking for, as the insurance corporation has named the Solera Audatex APU solution as its exclusive alternative parts sourcing vendor. “The Co-operators has selected Solera Audatex at an exciting time. We recently released a major upgrade that reduces search time by 50 percent while efficiently guiding the estimator through the parts selection process,” said Solera Audatex v-p of sales Michel Caron. Audatex APU is an alternative parts utilization solution that leverages real-time data to locate recycled, aftermarket, reconditioned, and surplus original equipment parts for vehicle repairers. Audatex APU connects clients with these alternative parts from an extensive network of qualified automotive recyclers, parts distributors, dealers, and manufacturers.


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