As part of its claims transformation programme, Direct Line has equipped its Home Insurance loss adjusters with a pre-loaded estimating tool containing contractor cost information on 800 line items. This allows the loss adjuster to estimate the required work on the spot and to provide customers with clearer, faster information. The customer can then either settle the claim for cash, or use Direct Line’s contractor network, at their choice.
Historically, accurate and consistent estimation has depended largely upon the loss adjuster’s experience, interpretations and decision-making. This tool enhances the efficiency, quality and credibility of loss adjusters. With cost information on 800 line items, the estimating tool reduces the human element in the estimation process, minimising errors and creating value for both customers and the insurer. The speed, accuracy and scalability achieved in the process also helps Direct line build trust and win more customers.