A New Claims Experience: Unlock Capabilities, Empower APD Teams

By Erin Campbell, Director, Solutions Engineering

Auto physical damage (APD) claims have never been simple. But today, the process is becoming even more challenging.

Claims teams are navigating staffing pressures, rising cycle times, growing costs, evolving consumer expectations, and increasingly complex vehicles and repair methods. At the same time, the process often requires many appraisers and adjusters to take manual steps, manage hand offs across disconnected systems, and navigate scattered sources of information.

All of this can slow decisions and add friction to the claims process, potentially causing workflow bottlenecks or inconsistencies. And, for consumers, this could mean delays and negative experiences.

Given this, it’s not hard to see why it’s critical to provide your teams with resources to help them be better informed, simplify their steps, and accelerate the path to claims resolution.

That’s where CCC® Appraisal Experience, a platform that helps transform the traditional APD claims journey, can help. And, no contract is needed to begin using it.

This unified, cloud-based approach provides a single place of work that connects multiple personas, centralizes tasks, and creates intuitive experiences with fewer touchpoints, bringing ease, efficiency, and decision confidence to your team.

But, a key differentiator comes with the use of AI-enabled capabilities.

AI, combined with Appraisal Experience, unlocks capabilities within existing solutions to provide additional workflow support and automation opportunities¹. The goal is not to replace the expertise of claims professionals, but to help them apply that expertise where it’s needed most.

To highlight a few examples:

For appraisers using CCC® Intelligent Estimating, which builds preliminary estimates (P01) based on vehicle damage photos and claims details, Appraisal Experience unlocks the ability to…

• Review AI-generated predictions to help them quickly select and add vehicle damage as they prepare an estimate.
• Use in-line hints based on AI analysis to alert them where to focus attention.
• Request diagnostics and see calibration recommendations (through a planned capability currently being designed) from the vendor you chose, then review, and click to add to the estimate, helping increase visibility of calibration-related costs².

These actionable predictions can better inform appraisers, enable them to quickly make decisions, and support consistent alignment to your unique rules and parameters.

For desk reviewers using CCC® Intelligent Reinspection, Appraisal Experience unlocks the ability to…

• View in-line hints after AI analyzes incoming repair facility estimates, alerting them on where to focus attention based on insurer rules, while also providing line-level reason codes and dollar variances directly in their workflows.

And for staff appraisers using CCC® Intelligent Reinspection², plans include Appraisal Experience being designed to unlock the ability to…

• Utilize the same resources and hints mentioned above to help them check their work and assess if they would like to make adjustments to the estimate they wrote based on insurer rules.
• Have estimates, based on your rules and parameters, either be sent to a reinspector for further review, or if all rules are met, locked and shared with the consumer or repair facility so they can move forward with next steps.

These capabilities could help minimize claims errors based on your rules and give you higher confidence in estimate quality.

For total loss adjusters, CCC® Advanced Valuation² within Appraisal Experience is being designed to unlock…

• Access a settlement suite of tools within a unified experience.
• The ability to view key information like vehicle damage photos, owner verification, lien identification, and payoff amounts – all in one place.
• The ability for adjusters to digitally engage with consumers to share a vehicle report and quickly align on valuation details and move to settlement steps sooner.

This is being designed to provide an easier settlement process plus bring digitization and self-service opportunities to the valuation confirmation steps with the consumer.  

And further, outside of claims management steps, this web-based platform can also help:

• Support real-time management and application of your specific rules and claim settings.
• Provide access to a centralized repository of data resources.
• Give fast access to system updates and eliminate software installations.

These are only a few examples of the new capabilities Appraisal Experience can offer to:

• Better Inform Decisions by improving data access and helping teams navigate claim complexity.
• Improve Productivity by minimizing redundancies and shortening the time it takes to complete the stages of the claim process.
• Optimize Teams by supporting users across experience levels and centralizing tasks to one system across Estimating, Reinspection, and Valuation^1,2.

These also reinforce the feedback we heard during a recent conversation with CCC client, Theron Perna, Claims Manager and Operations Leader at MMG Insurance who implemented Appraisal Experience. He mentioned:

• Cycle time is a primary focus, and we’re starting to see the benefits of optimization.
• This is technology that’s helping us bring consistency to our process, plus support the work of our newest team members.
• The importance of embracing technology, and how it makes the ‘day-in-the-life’ better for their team through less phone calls and less research. And, in turn, enable them to more easily handle all the decisions and tasks they need to.

To learn more about CCC® Appraisal Experience connect with us.