The real test of value for insurance is at the point of claim. It is also a point of conflict. Claimants want to maximise payouts; insurers want to minimize them. And this undermines trust in the relationship. But it doesn’t have to be this way. So I’ve looked at how video can change the trust dynamic in the relationship between insurer and insured.
Imagine the scene. You drop a tin of paint on your living room carpet. After cursing your misfortune, you contact your insurer, who calls you back at an agreed time. They invoke a video call and you have a virtual face-to-face discussion about the incident with a claims assessor.