Electronic Chat with Robin Roberson, Managing Director, North America, Claim Central Consolidated
Staff Writer | December 07, 2020
Claim Central Consolidated delivers claims solutions within the ClaimLogik Plus open marketplace. The team helps deliver solutions that meet rapidly evolving policyholder expectations and improve claim handling efficiency. Services include virtual inspections as a service (VlaaS), managed repair, and other building blocks that improve technology and service accessibility for claims organizations of all sizes.
Your previous experience includes the launch of WeGoLook, an on-demand field services company that helped pioneer virtual desk adjusting. How did this segue into your work with Claim Central Consolidated?
The premise behind WeGoLook was to leverage on-demand gig workers to capture data in the field quickly and cost-effectively, which allowed adjusters to utilize this data to create desk estimation and focus on more complex claims. Over the past decade, there has been such an advancement of technology and tools, a carrier or client doesn’t typically need to send a third party to capture the data for low-complexity claims.
Coupled with a love of all things insurtech, I have always had a personal dream of bringing new, efficient solutions to the world. Claim Central Consolidated is allowing me to embrace my passion and providing carte blanche to build a digitally enabled, open claims ecosystem. We have soft launched with several service and technology providers, including a recent acquisition, Livegenic. This is exciting -- not only can I help scale the newest evolution of data capture with the robust Livegenic video collaboration tool, but Claim Central is also now able to offer virtual inspections as a service within the open marketplace by connecting Livegenic with one of our service providers (one of several pre-bundled solutions).
Please describe how the ClaimLogik platform enables this service.
ClaimLogikPlus’ VIaaS offering is powered by an open marketplace of insurtechs, pre-vetted service providers, and core technology. When an order for a virtual inspection as a service is placed via platform or webform, CLP technology gets to work identifying the appropriate service provider for that geography, and builds a scope of work to fit the needs of the customer.
Once a service provider accepts a scope of work, they are connected to an integrated Livegenic session via a deep partner-level integration. The Livegenic technology provided allows service providers to access, engage, and assess via livestream with policyholders to capture the necessary information to generate an estimate.
Once data capture is completed, a report is generated and all images, videos, and documents are automatically pushed back into ClaimLogikPlus. Using this data, the assigned service provider then generates an estimate in their preferred estimating software and uploads it into CLP. At the point of submission, Claim Central team members QA the work and approve it for delivery to the customer. A single, flat-fee invoice is also provided to the customer with Claim Central as the single payee, preventing the headache of having to generate separate payments based on technology engaged or the use of different service providers. Claim Central manages all of the unique vendor & technology payments so customers don’t have to.
What impact has COVID had on your business?
The pandemic has brought digitally enabled collaboration tools like Livegenic to the forefront for policyholder and carrier adoption. Policyholders were willing to use new applications to send data to a carrier versus having a third party come to their home. Rapid tech adoption by carriers is paving the way for additional tech integrations and the importance of a truly open ecosystem is more prevalent than ever.
We, of course, have as our primary focus the health and safety of staff, clients, and clients’ customers, so COVID-19 protocols supercede what might have been priorities in a pre-COVID environment.
What are the main benefits of virtual inspections for insurers? Are there any drawbacks?
There are many benefits of virtual inspections for insurers. First and foremost, there is no need to dispatch a field resource, and you gain expedited cycle times, reduced costs, greater adjuster efficiency (both internal and external), reduced fraud, and increased policyholder satisfaction scores. Many auto and property claims express repetitive damage scenarios that require less technical competency to assess, but at the same time, reflect the bulk of customer experiences. Not having to dispatch staff to conduct field inspections through the use of virtual inspections removes a significant time factor from FNOL to settlement, improving the results for a primary service key performance indicator (KPI), claim cycle time.Add to the functional value of virtual inspections the digital capture of claim factors/damages, and the depth of the direct damage “data lake” increases, providing more data for artificial intelligence (AI) analysis and movement to further improvements in virtual inspection/claim handling.
Some technical drawbacks remain if there is poor connectivity for live capture (not an issue for cached app with photos).When policyholders take photos/video, sometimes their content can be of a lower quality – but with our Virtual Inspections as a Service, we have a desk unit which supports the customer experience and helps direct the policyholder when needed.
What makes Claim Central stand out from other virtual inspection providers?
Claim Central is not only a virtual inspection provider, but rather a claim service ecosystem that can manage FNOL to repair and settlement options for carriers, TPAs, and adjusters. Think of the highest and best uses of claim organizations – prompt response, accurate damage assessment, quick determination of damage amount, digital settlement, and if needed, provision of restoration options. We provide IA firms, TPAs, and carriers access to multiple insurtechs and service providers with a single integration versus connecting to multiple disparate systems by providing digital enablement for each individual step a claim encounters for an insured.
How do you see your business evolving over the next year?
Claim Central’s development has been a whirlwind to date from engagement with the amazing team at Claim Central Consolidated, to building out proprietary tech to leverage the Claim Central concept within our market areas, to recognizing challenges and opportunities within those market areas. Our markets are not the same as Claim Central Australia/NZ/SA, but our customers’ needs are similar. We are focused on technology in North America, versus the service focus in Australia.
We will be rebranding this year and heavily promoting the Open Marketplace and our Managed Repair Program Network, TradesPlus, along with adding multiple providers and technology to our ecosystem.
The efficient, digitally turbocharged provision of claim services remains our goal, but claim processes cannot be a carrier’s or adjuster’s main focus. Processes are tools to ensuring a satisfied end customer. We are still evaluating the strengths of what we have accomplished to date and don’t be surprised at how Claim Central continues to solidify the benefits of the business model.
In addition, building a claim handling data aggregation and analysis aspect remains key to being a valuable part of insurance claims handling. We will be looking at additional acquisitions and will be introducing new concepts into the U.S. insurance (and soon the real estate) industry.
Featured articles
- BrokerTech Ventures Announces 2021 Cohort Class for Accelerator
- An Entirely Preventable Disaster
- Flipping the Fraud Triangle
- The January/February ITA Pro Magazine is here!
- Credit Risk, ESG, Cybersecurity Top Risk Concerns for Financial Institutions, Deloitte Finds
- Electronic Chat with Ellen Moser, Senior Client Executive, Origami Risk LLC
- The Answer to “So What?”
- Leaders Rise from a Year Like No Other!
- Electronic Chat with Jonathan Roomer, Co-Founder, YuLife
- Getting Creative to Hit COVID Curveballs Out of the Park
- Electronic Chat with Eugenio Gonzalez, Plug and Play
- New Report Projects Global Insurtech to Grow by $21 Billion During 2020-2024
- The 2020 Virtual Event Wasteland
- Insurtechs, Investors Optimistic About Post-COVID Future, New DIA/McKinsey Study Finds
- Finding Grandmas
- No Code / Low Code: The New “Shortest Route” In Insurance Delivery
- Are You Addicted to Copy-and-Paste?
- Electronic Chat with Nino Tarantino, CEO- Americas, Insurance and Mobility Solutions (IMS)
- Driving Life Insurance:Tech Alone Won’t Solve Business Problems
- Electronic Chat with Robin Roberson, Managing Director, North America, Claim Central Consolidated
- How Do You Make It Happen?
- Electronic Chat with Jason Liu, CEO, Zywave
- New Partnership Models Take Program Business to the Next Level
- New Study Finds Less than Half of Consumers Trust Insurers to Respond to Their Needs
- Electronic Chat with Andrew Mauritzen, CFO and Head of Insurance Industry, Exactuals
- You Want Us To Do WHAT For Free?
- Electronic Chat with Evgeny Aleksandrov, Co-founder and CEO, Pilotbird
- Electronic Chat with Chris Cheatham, CEO, RiskGenius
- New MIT Sloan Study Finds Few Companies Gain Big Benefits from AI
- The September/October ITA Pro magazine is here!
- “Being Right” is Just the Start of the Battle
- Electronic Chat with Amit Ranjan, Executive VP and CAO, Xceedance
- Planning for Your Business and Tech Future: Strategies, Plans and Budgets for Rapid Transformation
- Electronic Chat with Jimmy Padia, Founder and CEO, Floatbot
- Gelato with Dots and Sprinkles
- COVID-19 and the Insurtech “Junk Drawer”
- Even “Change” is Different Now. Your Strategic Planning Needs to Be Too.
- The Road Ahead for P&C Insurers: How to Understand Customers Better and Navigate the Post-COVID Insurance Market
- Electronic Chat with Jake Tamarkin, Co-founder and CEO, Everyday Life
- Strategic Planning in the “New Normal” Digital Era of Insurance – Your Next Move
- Insurer Tech Investment Priorities See Major Shift in a Post-COVID World
- Plug and Play Selects 25 Insurtech Startups for Winter Batches
- Digital Transformation – A Top Strategic Priority and New Reality
- Four Steps to Successful Migration of Insurance CCM Applications
- COVID-19 Accelerates Insurance Digitalization to Meet Customer Demand: World InsurTech Report 2020
- Electronic Chat with Greg Williams, Co-Founder, President & CEO, Acrisure
- Electronic Chat with Matt Perlman, Partner, IA Capital Group
- Insurer Digitalization: Are you a Competitor or a Laggard?
- Leaders are Leading and Creating the Future of Insurance Distribution
- 3 Things You Need to Know About No-Code
- Electronic Chat with Adam Kiefer, CEO, Talage
- Underwriting in 3D: Using Data to Adapt and Improve Life Insurance Sales
- Getting Past the "Gelato Syndrome"
- Insurers Know CX/UX is Important, but Don't Agree on Execution, Study Finds
- Electronic Chat with Steve Lekas, Branch Insurance
- How AI Can Attract Millennial Talent to the Insurance Industry
- Preventing Data Breaches
- A New Boom for Life Insurance: Shifting Away from the 250-Year-Old Policy Transaction
- Electronic Chat with Ty Harris, Founder and CEO, Openly
- A Digital Wildfire Creates a Burning Platform for Digital Insurance Business Transformation
- Digitalization, COVID-19 Spurring More IT Investment in Cybersecurity
- Electronic Chat with Michael DeGusta, CEO, ClarionDoor
- U.S. Consumers Significantly Underestimate Flood Risk, New Survey Finds
- The Future of Insurance: Opportunities in Ecosystems
- Electronic Chat with Todd Greenbaum, CEO, Input 1
- Majesco to be Acquired by Thoma Bravo
- The Evolving Role of Managing General Agencies
- Electronic Chat with Char Hu
- Electronic Chat with Allan L. Egbert, Jr.
- Electronic Chat with Christopher Tramontano and Zbigniew Gawienczuk
- Data Science is Gelato
- Insurance Innovation: Alive and Kicking
- Independent Agents Divided on Digital Experience, New Survey Finds
- Electronic Chat with Michael Jones
- Electronic Chat with Paul VanderMarck
- As Auto Insurance Premiums Shrink, Insurers Need Mobility Ecosystem, New Study Finds
- Property & Casualty Insurers Raise Digital Games as COVID-19 Elevates Customer Expectations, J.D. Power Finds
- Electronic Chat with Bobbie Shrivastav
- Meet the Board: Marissa Buckley
- Big Data and Insurtech: A Carrier Perspective
- Traditional Insurers Need Open Ecosystems, Partnerships to Remain Competitive, CapGemini Report Finds
- Electronic Chat with John C. Siegman
- 4 Ways AI is Empowering Insurers During COVID-19
- 6 Big Changes to Insurance from the COVID-19 Crisis
- Electronic Chat with Christopher Ewing
- Independent Agency Staff Morale High During COVID-19, New Survey Finds
- Electronic Chat with Brad Epker
- Tapping AI to Improve Policyholder Experience
- Electronic Chat with Manisha Bhargava
- ITA Pro Magazine, March/April 2020
- COVID-19 a Game Changer for Workers’ Comp
- Electronic Chat with Steve Comer
- COVID-19 Pandemic Forces Cancellation of ITA LIVE 2020
- Leveraging Digital Resources in the Time of COVID-19
- Electronic Chat with Robert Hartwig on COVID-19 and Insurance
- Celent Study: Most Small Businesses Still Unclear on Importance of Cyber Insurance
- The January/February 2020 ITA Pro is here!
- Deloitte: New C-Suite Roles Mean More Opportunities for Women
- Electronic Chat with Pankaj Parashar
- Electronic Chat with Tara Kelly
- Electronic Chat with Chuck Wilson
- ITA, InsNerds Collaborate to Enhance ITA LIVE 2020 Content and Coverage
- How SMBs Can Compete in Digital Ecosystems in the 2020s
- 4 Ways Insurance Can Prepare for New Data Privacy Laws
- Brewer Lane Ventures Launches and Hires Insurtech Vet Martha Notaras as Managing Partner
- 2020 GIA Cohort Launches on January 14
- The November/December 2019 ITA Pro is here!
- Electronic Chat with Joshua Snead
- Electronic Chat with Wendy Aarons-Corman
- Simplifying the Move to a Third-party Print Provider
- Take a Business-Driven Approach to Continuous Improvement for Core Systems and Processes
- Electronic Chat with Ron Glozman
- Guidewire’s Data Guru Mike Byam on How Insurers are Using Internal and Third-Party Data
- Electronic Chat with Russ Bostick
- Electronic Chat with Rock Schindler
- Electronic Chat with John Siegman
- Electronic Chat with Martin Burlingame
- Insurtech Landscape 2019: Top 5 Takeaways
- Grinnell Mutual Tackles Massive Transformation -- in Stride
- A Candid Conversation with Paul Mang
- SageSure Insurance Managers Improved Competitiveness by Consolidating Payments to a Single Digital Platform
- Digital Does Matter in Insurance-- And Insurers are Missing the Mark
- The 22nd-Century Insurer: Taking a Cloud-First IT Approach
- The September/October 2019 issue of ITA PRO magazine is now available in digital format here:
- ITA Pro Magazine May/June 2019
- Spotlight on the 2019 IASA Conference
- ValueMomentum Selects Erie as Site of Regional Development Center
- Capgemini and Majesco Become Alliance Partners
- Electronic Chat with Dr. Dan Shoham
- Electronic Chat with Todd Greenbaum
- Martha Notaras: The “Outsider” with an Amazing Inside View
- Electronic Chat with Larissa Tosch
- Martha Notaras Will Join ITA LIVE 2019 as a Keynote Speaker
- Five Things to Consider When Evaluating Your Cyber Risk
- ITA Pro Magazine, January/February 2019
- Synergy Between Insurers' IT and Analytics Teams Key to Operationalizing Insights, Says Novarica
- Major Ransomware Attack Could Hit U.S. with $89B In Economic Damages
- ITA Announces 1st of Three Keynote Speakers at ITA LIVE 2019
- Electronic Chat with Jeroen Morrenhof
- Legacy Systems Are Dead. Really? Don't Count On It.
- Now Accepting Nominations for the 2019 ITA Bridge Awards
- It's time to register for ITA LIVE!
- Registration is Now Open for ITA LIVE 2019!
- What to Expect from a Digital Experience Platform Implementation
- ITA Pro Magazine September Edition is Now Available
- It's National IT Professionals Day
- Save the Date for ITA-LIVE 2019
- OneShield Software and UrbanStat Work Together to Improve Real-Time Analytics and Risk Decision-Making
- ITA LIVE 2019 - SAVE THE DATE!
- Insurance Technology Association Announces New Editor-in-Chief
- August 2018 Edition ITA Pro Magazine is Now Available
- Enterprise Architecture in an Agile World
- Top 10 Tips for Securing Your Mobile Devices and Sensitive Client Data
- Industry Insight: 4 Global Insurance Trends in Digital, Data, Content Services and Security
- Diving Deeper into Prioritizing Your Strategic Digital investments
- Why Content Rules
- How Mass Personalization Will Open the Small Business Benefits Market
- At Year End 2017, Will Your Organization Be Protected from Cyber Risks?
- Do Insurance Bots Dream of Mitigating Risk?
- Conditioned to Respond
- Managing & Mobilizing Insurance Data in a Connected World
- Race to the Finish Line
- New Tools, New Opportunities in Claims
- ITA LIVE: Reaching Insurance Industry Crossroads
- Advice to Insurance IT Leaders: Keep Your Eye on the Ball
- New Date, Venue for ITA LIVE 2017
- Guidewire Makes Major Push to Small and Midtier Market by Acquiring ISCS
- Insurance Disruption is Happening Right Now
- Insurity Adds Strategic Investment Partner, General Atlantic
- Beyond Transformation: The Convergence of Finance, Risk, and Actuarial Functions
- The Rapid Evolution of Consumer Protection Regulation
- Talent Hunt: Finding, Attracting, Retaining Top People
- Insurers Flexing Their Distribution Models
- Technology Driving Disruption in Insurance
- Fear of ‘Next Bubble’ Challenges Life, Annuity Carriers
- Technology Allows Commercial Lines Insurers to Stand Out
- Single Sign-on Viewed as Biggest Tech Challenge for Agencies
- ISCS Observes 20th Anniversary; Scurto Predicts Major Changes Ahead
- Policyholders and Their First Impressions
- Progressive Making Progress on the UBI Front
- High and Dry: Insurers Search for Disaster Recovery Plans
- Insurers Sign The (Un)Dotted Line
- Reflections of a Retired Insurance CIO
- Mobile Device Management Just One Answer to BYOD Issue
- Lessons from GEICO and Progressive on Winning the Critical Buying Stage
- You Are a Target for a Cyber Attack
- Web-based Systems are the Next Evolution in Claims Technology
- Gaining a “Wow” Experience from Web Users
- Time to Shift from Business/IT Alignment to Business/IT Alliance
- Healthcare Insurers Changing to Consumer Model
- Organization is the Key for Selecting Software Vendors
- Analysts Expound on the Needs of the Mid-tier Insurance Market
- Finding the Cure for Obamacare’s Website
- New Software Solutions Benefit Insurers on the Inside and Outside
- Products, Market Impede Investment in Systems for Life Insurers
- Combatting Cyber Threats: Predict, Prevent, Persist
- The Future of Telematics Heads Beyond Insurance
- The Shame in Cyber Security Lapses
- Building Policy Administration Systems for the Future
- Insurers Look Into The Eyes of Their Policyholders
- It’s a New Dawn for the ITA
INSURANCE IT NEWS
- Buckle Adds Crash Risk Data from TNEDICCA to Auto Insurance Underwriting
- Donegal Selects CoreLogic’s P&C Claims Workflow and Management Solution
- Zelros Raises $11 Million in Series A Funding to Bring AI-Powered Responsible Insurance Distribution to North America
- Veruna Names Sheri Raznick as Head of Implementation
- Ask Kodiak and Coterie Partner for Business Classification and Ease of Integration
- Technology-Enabled, Premium Homeowners Insurer Openly Enters Indiana
- Talage Releases Wheelhouse Ease of Use Update for Agents
- Majesco Continues Expansion of Majesco EcoExchange Marketplace with Two New Partners
ELECTRONIC CHAT
The Email Chat is a regular feature of the ITA Pro magazine and website. We send a series of questions to an insurance IT leader in search of thought-provoking responses on important issues facing the insurance industry.
-
Electronic Chat with Ellen Moser, Senior Client Executive, Origami Risk LLC
Laura Mazzuca Toops
Origami recently rolled out new online tools enabling employers to track employee COVID-19 vaccinations and monitor outbreaks... READ MORE
ITA LIVE 2020
ITA LIVE 2020 –SAVE THE DATE!
April 5th – 7th, 2020
The Diplomat Resort
Hollywood, FL
Become a member today to receive updates – www.itapro.org/MR
BLOGS AND COLUMNS
-
An Entirely Preventable Disaster
Bob Frady
Even the best risk models can’t take into account major system failures... READ MORE
-
Flipping the Fraud Triangle
Jeffrey Cirino
Identifying pressure and rationalization early on helps eliminate opportunity -- the key to committing fraud... READ MORE
only online
-
Down Market Opportunities Beckon Benefits Insurers
You have surely heard it said that small businesses are the growth engine for America. Today, the phrase has a special ring to it for benefits... READ MORE
-
Technology at the Heart of Change in Insurance
With stagnant growth and lingering low interest rates, the life insurance industry faces a challenging future... READ MORE
-
Got Policies? IVANS Service Helps Feed Commercial Lines Producers
Finding insurance carriers willing to write commercial lines risks has always been a challenge for producers... READ MORE
-
Technology Changes Coming Faster than Ever for Insurers
As Guidewire Software prepares for the start of Connections, its 11th annual user conference that begins on Nov. 2, Brian Desmond, chief marketing... READ MORE
Vendor Views
-
An Entirely Preventable Disaster
Even the best risk models can’t take into account major system failures... READ MORE
- Vendor Views
Partner News
-
Big Data and Insurtech: A Carrier Perspective
Insurance has always relied on large volumes of data to gauge customer behavior and more. But as big data has gotten bigger, insurtech has empowered... READ MORE
- Partner News