Covéa’s employees are trained to listen to our policyholders and offer them the best solutions. From the first contact, we strive to create a relationship of trust and closeness. Our claims managers analyse each situation to provide the most appropriate response.
Our members and customers can count on the quality of our networks of experts, doctors and partners. These networks improve the flow of a procedure that could be long and tedious. They simplify the management and stakeholders to help policyholders save time and provide them with a personalised response.
In addition, during major events like natural disasters, we mobilise our teams to ensure the shortest claim processing time and the most effective support.
Digital technology for better prevention
Increasingly, we are bridging digital technology and prevention to better serve our policyholders. For example, for the climate events in the summer of 2016, we launched prevention campaigns by sending more than 210,000 text messages to our policyholders in areas threatened by floods. This information is always relayed on Facebook and Twitter.
Since 2018, Covéa has also been offering a weather alert service via the @MAAFAssurance, @MMAssurances and GMF_assurances twitter accounts. The customer or prospect selects departments that interest him. In case of bad weather, a message is sent to the customer to find out if he has suffered damage and advise him to carry out a pre-declaration of loss.
Mindful of the digitisation of our society and customers’ expectations, we are developing digital products to continuously improve claims management :
- CovéaLink: a robot that assists victims of serious injury accidents. Since 2015, we have been able to offer telepresence robots to victims of bodily injury accidents. These robots help people maintain social contact and prevent the isolation, dropping out of school or loss of employment that all too often follow a serious physical trauma.
- SelfCar[e]: this application was developed to help our policyholders save time in case of an auto accident. Using their smartphone, they can take “standardised” photos of the damage. These photos are then sent to the authorised repairer, who draws up the estimate and validates the file. This means that policyholders only need to make one trip, when they take their car in for repair.
- Hail Platforms: if a major hailstorm occurs, these platforms are set up directly in the geographical area concerned. They can be operational in 7 days and reduce claim assessment lead times and vehicle repair times. The platforms’ repairs are of the highest quality thanks to their paint-free dent removal expertise.
Employees in the Group’s Compensation Department plan ahead for the repairs so that our members and customers more easily understand the consequences of an accident.
Focus on hail platforms
In a matter of minutes, a hailstorm can cause the equivalent of 6 months to a year of work for a vehicle body repairer.
On average, hailstorms result in 9,000 Covéa car insurance claims a year, all of which are made in only a few days.
Without a special organisation, it would take our approved vehicle body repairers more than two years to fully handle this volume of work, which is in addition to their normal business.
In order to drastically reduce the repair response times in these situations, Covéa set up its Hail Platforms solution in 2009. This system is triggered as soon as we anticipate approximately 500 claims in the area in which the storm occurred.
These platforms are set up in partnership with Safra and Dentwizard, both of which specialise in this type of work, relocating the repair workshops to where they are needed.
For an average number of claims, these platforms are set up on the premises of an approved vehicle body repairer in the region concerned. If, however, there is an extremely large number of claims our partners find premises in which to install a standalone platform, which can be operational in only 7 days.
Setting up a “hail response” platform can speed up the climatic event’s resulting appointments and repairs, particularly as our partners have call centres exclusively for use with Covéa customers.
Our experts come directly to the platforms and spend around fifteen minutes assessing each vehicle. The repairs are then carried out by a team of vehicle body repairers trained in paint-free dent removal, thereby ensuring the best possible results.
At the same time, we provide our customers with one of our fleet of between 20 and 50 replacement vehicles, the fleet size varying depending on the requirement and the size of the platform.
In 2016, a total of nine Hail Platforms were opened and handled 2,800 claims, representing nearly 30% of those resulting from hail in the geographical areas concerned.
This system enables Covéa to provide its customers with the best possible service, reduce its claim processing times and control its costs. The solution also maintains our conventional body repairers’ capacity to handle normal accident damage.
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