AMA Group Ltd, Australia’s largest independent motor body repair network has enhanced its customer experience by launching a digital, centralised estimating and site allocation service to its insurer and fleet clients. In addition to improving efficiencies in estimating, approval and allocation of motor vehicle repairs, AMA will enable customers to send images, videos and documents in support of their motor claim.
Partnering with 360Globalnet, a leading supplier of insurance focused digital products and services, AMA has developed its digital claims platform to allow both policy holders and third parties to provide information about their damaged vehicle without the inconvenience of driving to a motor body repairer to obtain an estimate.
When AMA is notified of a customer’s claim, a digital claim link can be sent to them via SMS or email. AMA’s customer can then choose to upload images, documents, video clips or start a live video feed, at a time which is convenient for them.
During the pilot, the speed of this technology enabled AMA to initiate the customer engagement more efficiently and at the customer’s convenience, obtain accurate, relevant and timely information to shorten the estimating, insurer approval and booking stage.
Peter Bubeck, AMA Chief Commercial Officer, commented: “We’re continuously looking for new ways to improve our service proposition and make things easier for the insurers’ policyholders. We’re excited to be able to offer a digital means of communication, and by doing so we’ve streamlined our internal processes and significantly reduced the time it takes to provide an estimate and commence repairs”.
“Since launching the platform we’ve experienced high levels of engagement from customers and within our own estimating team. Throughout the course of the year we’ll be expanding our digital claims offering to all our insurer and fleet clients and will introduce better ways to support and help their policyholders through an accident or major weather events,” concluded Bubeck.
Daniel Lukich, Business Development Director 360Globalnet, stated: “We’re delighted to be selected to partner with such an advanced and client focused organisation as AMA and to support AMA’s journey in building and launching innovative digital solutions for their expansive portfolio of clients”.