Important Client Update: COVID-19
 

Accident Advisor

For the minutes after an accident, there’s CCC Accident Advisor.

Today’s connected vehicles are advancing the safety of our roadways and the points of connection with consumers. Relationships with insurance companies no longer start at quote or claim. Relationships with automotive manufacturers no longer end at point of purchase. Today, these relationships extend to the point of impact.

 

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HOW IT WORKS

Connected vehicles and CCC X connect insurers and auto manufacturers to drivers at the point of impact so they can provide guidance and comfort.

 

Collision
Raw, real-time OEM telematics data flows to the CCC X data exchange where it is converted to actionable insights. Having detected a collision and its approximate severity, it allows clients to support the driver as appropriate. For less severe incidents, clients can immediately text the driver a link to access the Accident Advisor app.

Capture
The Accident Advisor app leads the driver through post-collision steps and provides guidance on capturing post-incident crash facts and photos, alerting insurance, and finding a repair facility.

Claims
Drivers can easily submit crash documentation to participating insurers without exiting the Accident Advisor app. This injects unprecedented immediacy into the beginning of the claims resolution process.

CUSTOMER EXPERIENCE POWERED BY INSIGHTS.

CCC Accident Advisor powers this point of connection. Built on the hyperscale CCC X data exchange with the capacity to capture every turn, every brake, every sensor collected by a connected vehicle. With connections so advanced, telematics data can detect an incident and triage the severity instantly.

CCC Connects Insurers and Policyholders Through Two-Way, Real-Time Texting

CCC Information Services Inc. (CCC) announces the expansion of its digital customer experience offering to include two-way, real-time text capabilities. Available today, CCC® Quick Chat provides dynamic two-way texting to make it easy for insurers to engage with policyholders throughout the customer journey – from policy to claims and across all lines of business. In addition to offering enterprise capabilities, Quick Chat deeply integrates with CCC’s proven mobile and AI-powered claims solutions, enabling real-time text conversations across each phase of a claim, speeding the process while meeting the demands of today’s mobile-first consumer. Quick Chat is generally available for any insurer seeking enterprise texting capabilities and can be easily turned on for the nearly 100 insurers already live with CCC’s digital customer experience tools. Market research shows that texting is the preferred communication method for customer support. Data from CCC supports the positive impact digital communications has on the consumer experience. Collision repairers that use CCC’s existing digital capabilities to communicate with consumers report increases in customer satisfaction scores. CCC supports more than 50 million digital interactions between shops and consumers annually. “Texting is ubiquitous in our personal and business lives,” said Jason Verlen, senior vice president, CCC. “As consumer interactions with insurers continue to transition online and in apps, the ability to engage digitally, and in real-time, has become essential. Providing access to our proven mobile and AI solutions via two-way texting gives insurers a platform from which they can deliver a cohesive, personalized experience to policyholders. We’re excited to support insurers in the next step of their digital transformation.” CCC Quick Chat supports two-way communications across the insurance enterprise, including coverage questions, claims servicing and status, and proactive notifications distributed to groups of policyholders. Insurers can also use CCC Quick Chat in claims, staying connected with policyholders throughout the claim lifecycle. Instead of phone-tag or waiting for email responses, insurers and policyholders can instantly connect via text, exchanging information or getting quick answers to questions. In the future, CCC Quick Chat may be extended to include two-way, real-time communications between insurers and collision repairers and other important business partners, creating faster and more efficient communications as parties work together to resolve claims. Added Verlen, “Through our work with collision repair customers, we’ve seen the power texting can have on the repair experience. By connecting insurers and policyholders with Quick Chat we expect to see similar results.” Learn more about CCC Quick Chat.

CCC AutoClaims Snapshot - September 2020

Repairable appraisal counts for the industry in September 2020 remained down from the same month last year, with the decline in September increasing again versus the August year-over-year change. Significant weather events in states such as Iowa, Illinois, and the Northeast in August 2020 led to large upticks in volume versus August 2019; while states such as Colorado, North Carolina, South Carolina, and Texas actually saw fewer comprehensive claims in September 2020 versus September 2019. Among the major weather events in September 2019 that led to a larger number of comprehensive claims than seen this year include Hurricane Dorian (NC & SC), severe convective storms (CO), and Tropical Storm Imelda (TX). This September 2020, states with significant increase in comprehensive losses include California, Oregon, Utah and Washington due to wildfires, and Alabama, Florida and Louisiana from Hurricanes Sally and Laura (see Figures 1 and 2). Figure 1 Figure 2 Year to date volume remains down more than 20 percent across all loss categories, while non-comprehensive losses remain down more than 25 percent. Labor Day Weekend occurred one week earlier in 2020 than in 2019, and the U.S. Bureau of Transportation Studies estimates Americans took 2.8 billion fewer trips over Labor Day Weekend 2020 versus Labor Day Weekend 2019. Overall, the total number of trips and the total number of local trips (less than 50 miles) were down 38 percent Labor Day Weekend 2020 from last year. Among the areas of the country that continue to see their September 2020 non-comprehensive losses down most include numerous markets in California, Texas, and Florida where severe weather and elevated counts of COVID-19 cases continue to keep people off the roads. The Dallas Fed Mobility and Engagement Index (MEI) summarizes information in seven different variables based on geolocation data collected from a large sample of mobile devices to gain insight into the economic impact of the pandemic. Among the variables included are how many, for how long, and how far mobile devices are leaving home measured daily and indexed weekly. The MEI measures the deviation from normal mobility behaviors induced by COVID-19. Figure 3 shows the national data, as well as data on states where claim counts are either down most or much less by week through September. With traffic levels still down and the percent of people still working at home still up, claim counts for the full year 2020 will remain down, unless the U.S. sees more significant weather events in the fourth quarter. Figure 3

Delivering Differentiated Customer Experiences: an ITC Event with CCC on October 20, 2020

Over the last several months, the phrases ‘times are changing’ and ‘customer expectations are evolving’ have been published countless times. While these thoughts are timely, they’re static. It’s well established that the shift in consumer expectations, along with lightning fast advancements in technology, are driving the need for insurers to rethink the customer journey. The more interesting questions are – what does this disruption mean for me and how can my organization quickly adapt to leverage the disruption in our favor? CCC will explore these questions – among many others – at InsureTech Connect 2020 during a featured discussion. Industry thought leaders Deniz Cultu, Partner at McKinsey & Company and Jen Hebert, VP Emerging Technology at Root Insurance will join Jason Verlen, SVP Product Management at CCC and lend their expertise to this critical conversation. During the session, we’ll take a closer look at changing consumer behavior, such as the accelerated adoption of digital tools. For example: 75% of Americans have tried new shopping methods this year.1 App downloads for Instacart, Walmart and Shipt surged by an average of 150% in March compared to February’s traffic.2 Telehealth visits surged more than 50% during that same period.3 These jumps are significant, and 62% of consumers cite convenience as the primary driver of the change.4 But again, what does this disruption mean for you? Will these new behaviors stick? Will the release and wide accessibility of a COVID-19 vaccine send consumers racing back to the ‘old way’ of doing things? Clearly, insurance processes are ripe for disruption, and while there are complex challenges to overcome, they are not insurmountable. Please join us to learn more about the role data and ecosystems play in achieving a complete view of the consumer and delivering differentiated customer experiences. We look forward to seeing you on Tuesday, October 20 at 3pm EST to hear how McKinsey, Root and CCC are rising to the occasion of changing customer demands. Click here for more details and learn how to add us to your personal ITC agenda. -- 1McKinsey & Company 2Apptopia 3Frost & Sullivan 4McKinsey & Company

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