Etiqa announced today the launch of E-CLEVA which is short for Etiqa Claims Express Video Assist. The new video-assisted claims service allows for Etiqa’s motor surveyor to interact with the claimant directly and remotely via an audio-video call.
In their media statement, Etiqa stated that through this express service, turnaround time will be reduced by 80% and enables them to assess damages and approve claims within minutes.
The service experience starts with a two-way, real-time video call that enables the motor surveyor to view and assess any damage to a claimant’s windscreen or vehicle in detail – via E-CLEVA’s ability to utilise the claimant’s smartphone camera to zoom in, turn on the flashlight, take a photo or record a video of the damaged area.
While the smartphone’s gallery will be accessible by the surveyor, access is limited to only zooming and viewing the pictures taken through E-CLEVA, ensuring the privacy and security of the claimant’s gallery content.
Once the damage has been accessed, Etiqa’s motor surveyor can instantly calculate the cost of repair in a seamless process which will take no more than 30 minutes, from the early start of the call until the disbursement of money.
Shirley Tan, Head of Customer Experience & Propositions of Etiqa Insurance Singapore, has this to say,
“We are constantly innovating and looking for new ways to improve customer experience, as we believe it is vital that as an insurer, we are there for our customers and deliver on our Fast & Easy mantra especially in times of distress. We empathise with the tedious process motor claimants have to go through from the arranging of damage assessment to finally getting a quote and eventually starting repair work. E-CLEVA is a great example of Etiqa’s commitment to tap on new technologies to simplify processes and transform experiences for our customers.”
The insurer emphasises that E-CLEVA is established for minor and straightforward damages (involving own party) only, such as general bumps and scratches, cracks and broken parts. If the claimant has been in an accident where another party is involved, Etiqa will be processing it through its normal claims survey and assessment process.
The customer-centric digital insurer plans to increase the claims limit over time and extend the use of this video-enabled service to provide convenience to more customers in the near future, such as for minor home contents claims, subject to further review.
Featured image credit: Unsplash
