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Walnut Creek, Calif.-based CSAA Insurance Group, a AAA Insurer, is partnering with Owlcam, a Palo Alto, Calif-based provider of car security webcams and services, to improve the P&C insurer’s customer claims experience.

 

CSAA’s customers can opt to use Owlcam’s 4G LTE service, HD cameras and artificial intelligence to upload videos of accidents, break-ins and other incidents to report accidents and expedite the claims process. When their automobile is involved in an accident or someone breaks in, CSAA customers can view footage and then immediately share the clip with the insurer and law enforcement personnel.

 

CSAA Insurance Group is the first major U.S. P&C insurer to leverage Owlcam’s Video First Notice of Loss (vFNOL) feature. When an Owlcam-equipped vehicle experiences a crash or break-in, the device automatically sends a video clip to the driver’s phone. The drivers then access the Owlcam app to live-view the footage and then use the device’s real-time video upload capabilities to report the incident. The device – and data – are in the full control of the insured. Customers can choose whether or not to submit the information to CSAA Insurance Group.

 

Incorporating video into the claims process not only helps the insurer see what actually occurred with a loss and enables adjusters to make quick decisions but also improves customer satisfaction. “It reduces anxiety for customers and reduces the cycle time overall, improving the customer experience,” Hankins points out. “And the faster we can get the information, the faster we can get customers back on the road in pre-loss condition, which increases overall customer satisfaction.”

 

CSAA Insurance Group’s partnership with Owlcam started in May, 2017. AAA’s innovation team invests in start-up companies that align with its values and also offer technology that help the insurer meet challenges. AAA invested in the company early on. Owlcam launched as a company in February 2018.

CSAA Insurance Group will roll out the Owlcam capabilities later this month. Hankins points out that this release is version one and that he expects to learn some lessons along the way. “We will incorporate changes with our systems and Owlcam’s systems. This will help our mutual customers, but it will also allow Owlcam to expand within the insurance industry,” Hankins says.

CSAA Insurance Group will roll out the Owlcam capabilities later this month. Hankins points out that this release is version one and that he expects to learn some lessons along the way. “We will incorporate changes with our systems and Owlcam’s systems. This will help our mutual customers, but it will also allow Owlcam to expand within the insurance industry,” Hankins says.


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