The use of Augmented Reality (AR) in insurance claims investigation and settlement has made it possible for less experienced field experts to connect with remote experts in real time, sharing the same point of view through their mobile devices. This method enables them to benefit from the precise and guided support of a claims expert for various types of claims.

By adopting this approach, the number of errors and site visits can be reduced, while simultaneously conducting complex analyses on critical cost factors of the accident. The junior expert manages the on-site activities, assisted remotely by an experienced expert.

With a team of experienced experts available to provide virtual support, involving less experienced personnel in the activity of settling claims becomes more manageable. This ensures that virtually any claim can be addressed, as long as there are highly experienced personnel ready to offer real-time virtual assistance.

Imagine a scenario where the insured party can collaborate virtually with the experts, streamlining the claims process even further.

Virtual collaboration tools have greatly advanced, enabling end customers to perform basic claim triage for a quicker resolution process. For instance, once an expert is assigned and provided with a claim description, they can acquire preliminary information related to the claim virtually. The expert simply sends a text message to the end customer’s mobile device containing the required link. The end customer then clicks on the link and points their camera at the damaged property, allowing the assigned expert to view the loss data on their computer screen in the office.

This method enables the surveyor to obtain a clear understanding of the incident and its surroundings while simultaneously instructing the user on necessary measures to mitigate the situation. The end customer gains reassurance, knowing that their claim is being processed immediately, resulting in a faster resolution and increased customer satisfaction. In this manner, the end customer is kept informed about the progress and what to expect next. Moreover, the expert can form an initial opinion on the reservation, determine if any intervention is required, and outline the subsequent steps for the end customer.

Enhance Customer Satisfaction with Virtual Collaboration in Claims Settlement

Virtual collaboration boosts customer satisfaction by speeding up the claims settlement process, ultimately reducing the overall cost of the claim. It’s not uncommon for satisfied customers to share their positive, high-tech claims experiences with friends, family, and co-workers.

Create Specialised Training Videos for Different Claims Types and Complexities

Consider the valuable educational content generated by virtual collaboration events. Operational sessions can be recorded, creating a rich library of tutorials for experts in the field. This allows them to compare the investigated claim with a similar one previously managed by a senior expert. Junior experts gain access to a comprehensive content repository, enhancing their skills by drawing from the experiences of their more seasoned colleagues.

Streamline the Claims Reporting Process for Insured Individuals

Rather than calling the number provided in a note, the insured person contacts their insurance company’s claims office to report the incident and inquire about the next steps. An expert appraiser is immediately available to gather the details of the claim, verify the policyholder’s information, and confirm the relevant coverage.

The insured explains the situation, and the expert verifies the client’s mobile number to grant access to the remote inspection session. The insured then clicks on the text link sent by the expert, promptly sharing their point of view through a remote virtual collaboration session. The surveyor locates the nearest authorised repair shop for the insured and sends a text message containing the address. The expert approves the estimated cost of the damages, and the insured visits the workshop, obtains a quote, and schedules an appointment for the repair.

During the repair process, the technician removes the bumper and discovers additional damage to the bumper substructure. They report this to the surveyor, who responds by sending a text containing a link to initiate a collaboration session with the technician. The expert assesses the extra damages and authorises an additional payment.

The repair work is completed without the need for the expert to travel. The claim is finalised with professionalism and punctuality, and the satisfied customer leaves a highly positive comment in their customer experience survey.

How AusCovert Investigations Improves Efficiency with Virtual Collaboration Tools

AusCovert Investigations allows senior assessors to manage a higher volume of claims, thanks to the strategies mentioned above. This provides a better work-life balance as a result of reduced commuting. The responsibility of travelling and meeting end customers in person now falls to junior experts. Additionally, when possible, appraisers can send text messages containing links for virtual sessions with end customers. This enables them to gather initial data related to the claim and conduct digital inspections.

Consider the cost reductions associated with damages across various areas. Combine this with quicker complaint resolution and increased customer satisfaction, and it becomes clear how virtual collaboration can greatly enhance service quality while lowering expenses.


Virtual collaboration tools can not only transform your less experienced expert into an industry veteran, but they can also empower your end customers to perform triage autonomously. This accelerates service response time and even the settlement time of claims, consequently reducing expertise costs. In this way, everybody wins – both the end customer and the insurance company!