Situation

Introducing Live Remote Assessment

McLarens wanted to introduce a tool to enable the live remote assessment of claims. This would allow McLarens’ loss adjustors to gather the important information they need to properly assess a claim by connecting with customers over the phone and via a secure livestream video. Via the livestream video, the customer could show the loss adjustor the claim site in detail and clarify any queries in more detail. The loss adjustor could also take photographs of the livestream to be included the claims management documentation.

New Feature for Existing Platform

The team at McLarens uses a proprietary claims management platform and need to introduce live remote assessment as a new tool available as part of this platform.

Developing and Integrating the API

With a basic proof of concept in place, our teams needed to develop and integrate the application programming interfaces (APIs) to the existing claims management system. Whilst also providing a mobile responsive web app embedded in the claims management platform.

Solution

Understanding the Requirements

Our team needed to work in a heavily integrated environment so the first step towards a solution was to thoroughly understand the client’s requirements. This involved the thorough gathering of requirements and plenty of discussion but helped ensure we could build the solution as quickly and efficiently as possible.

Productionisation

Next, we needed to turn a proof of concept into a scalable solution. We provided expertise in real time video connections and cloud infrastructure to implement a design utilising elastic compute services. We used AWS Fargate to host the APIs, with the video solution itself hosted in EC2. The team implemented a feature to provide different video quality, depending on internet speed.

Results

Easy Remote Claims

The new tool make remote claims a breeze. After a claimant gets in touch with McLarens, the client simply sends through a link, connecting the claimant to the platform. The tool allows McLarens' team to gather important information at the click of a button. All in real time. If any additional information is required after the call, there is ongoing access to the claim through the platform. Claimants can add documents like product receipts, rate the experience, chat with the team, review any uploaded photos, and track every step of the claim in a timeline.

Business Continuity and Social Distancing

With people everywhere adjusting to the new pandemic landscape, the remote claims tool means that McLarens can easily continue to process claims regardless of alert levels or lockdowns. Previously, a loss adjustor would have had to go onsite to inspect any damage, or the claimant would need to take a video and email it to the loss adjustor. The new tool simplifies the process and speeds it up. It also ensures proper social distancing.