Covéa Insurance reduces motor claims settlement time to less than 4 days

Covéa Insurance has implemented Service Certainty imageproof Lite™, an online self-service model, which alongside the imageproof Pro™ service has enabled the company to reduce its claims settlement times to an average of less than 4 days.

Customers are using the imageproof™ service to upload images of vehicle damage and the company intends to trial a similar service for household claims in the coming months. As a result Covéa Insurance has been able to enhance its service by improving speed of settlement, reducing touch points and ultimately reducing costs.

The improved functionality delivered by imageproof™ means that the company no longer requires an Independent Engineer to assess lower value claims and as a result over 98% of inspections are now being managed in-house, by the company’s in-house engineering team. Likewise, a customers’ ability to upload images immediately online provides greater flexibility meaning that customers feel more engaged in the management of their claim.

Barry Street, Head of Engineers, Covéa Insurance commented:

“Through the use of imageproof™, we’ve been able to provide our customers with a faster, more flexible and transparent way of processing their motor claim. We’ve reduced our average settlement times by almost 6 days and have also improved our ability to mitigate risk and control expenditure.”

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About Covéa Insurance

Covea Insurance plc is the UK underwriting business of leading French mutual insurance group Covéa, who are number 1 for property and liability insurance in France, generating over 16.9 billion Euros in premiums in 2018.  

Covéa Insurance looks after the insurance needs of over 1.5 million policyholders; delivering financial reassurance through its Standard & Poor’s A+ stable rating, as a guaranteed subsidiary of Covéa. 

The company offers motor, household, protection, pet, mid and high net worth insurance and a range of commercial insurance products, through a range of distribution channels. Employing over 1800 people, Covéa Insurance has a strong people and service ethos, having Investors In People Gold accreditation and is signatory to the HM Treasury Women In Finance Charter. It also has World Class service accreditation from the Institute of Customer Service for its Motor Claims, Home Claims and Underwriting Services teams as well as Chartered Insurer status for its Commercial and Mid/High Net Worth business.

In 2018, Covéa Insurance were recipients of the Personal Lines Insurer of the Year award at both the British Insurance Awards and the Insurance Times Awards and was the top rated insurer in the Insurance Times Broker Service Survey for both Personal and Commercial Lines.