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CCC Photo Estimates and AI-Supported Claims Spike in Response to COVID-19

At any point, a piece of technology more than doubled from January to can go from being discretionary to essential, and in many cases, this is April, as carriers are accelerating use and adoption of digital tools in National Events what’s happening now with photo estimating within the collision repair response to COVID-19. “Industry use of photos for metwith Chasidy Rae Sisk industry. hod of inspection has been growing

Recently, CCC Information Serand insurers are seeing benefit to both vices, Inc. (CCC) reported photo escycle time and customer satisfactimates and AI-supported insurance tion,” said Susanna Gotsch, director, industry analyst for CCC. “The recent spike is likely indicative of a National News with new normal as we’re seeing greater use of digital by carriers that have Chasidy Rae Sisk been in market and new insurers coming online with digital solutions.” CCC also reports a similar trend in estimates written using CCC ®

Techs of Smart Estimate, the world’s first AIguided estimating solution. Smart Tomorrow claims have expanded at a record Estimate applies AI and estimating with Victoria Antonelli pace exceeding double-digit growth logic to photos captured with Quick through May of this year. Estimate.

Many shops that used to think of CCC’ s Senior Vice President of photo estimates as an option are now Product Management Jason Verlen making them the norm for a wide has extensive experience in the softrange of reasons. CCC’ s statistics show the rapid ware industry, with specific expertise in product management, big data In Reverse adoption of digital technology is in and with Gary Ledoux analytics. Before joining CCC direct response to social distancing in May 2015, Verlen spent five years and work-from-home protocols initiat IBM, where he was VP of big data ated to combat COVID-19. The comanalytics. “The use of AI-supported claims has accelerated from steady adoption by industry leaders to a massive OE Shop Certification with increase in use and adoption by the industry at large,” Verlen said. “Our Gary Ledoux data, and the conversations we are having with customers, strongly suggests that this point in time will mark a digital revolution in claims.” “ We’re seeing every industry embracing new technologies, rethinOE Shop Certification CCC’s Senior Vice President of Product Manageking how they work, and focusing on personalizing experiences for with Stacey Phillips ment Jason Verlen reported the usage of CCC ® Quick Estimate, the company’s mobile photo estimating solution, has more than doubled from January to April of this year in response to COVID-19 their customers. The insurance in dustry is no different.” By creating an easy-to-use syspany’s industry data indicates the intem for customers, insurance adsurance industry recently surpassed 3 million estimates initiated leveraging justers and shops alike, Verlen has seen all three parties using more and Shop Management photo technology, since tracking bewith Ed Attanasio more photo estimates than before. gan in 2018. “The adoption rate was already

The company also reports the going up, but then the pandemic turpercentage of claims processed ned it into a complete transformation,” through CCC ® Quick Estimate, its h e said. “Shops are more concerned mobile photo estimating solution, now about safety for its customers Auto Body Attorney 40 SEPTEMBER 2020 AUTOBODY NEWS / autobodynews.com with Bruce Roistacher

and employees for obvious reasons. “It’ s providing a vastly better More and more insurers are asking and safer consumer experience and for our mobile photo estimating sowe’re getting more and more users lution and shops realize that they’re every month,” he said. “We know from history that people will use technology to adapt for whatever reason, and then don’t change back. The pandemic has made photo estimating systems more relevant than ever before and shops that were reluctant to use them are now embracing this technology.” Another reason CCC’s CCC’s statistics show the rapid adoption of digital technology is in direct response to social distancing and work-fromphoto estimating is quickly gaining in popularity is the home protocols initiated to combat COVID-19 fact the technology is better and the public is more comgoing to get more work by making it fortable using it on a daily basis. part of their processes.” “There was a little friction two to

Those who are adopting the systhree years ago because the first getem now will likely use it for the long neration of any technology is always term. Verlen said. going to be inferior to the technology

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