CCC News & Insights

July 22, 2021

How AI and Telematics are Revolutionizing Insurance for the Gig Economy

As ridesharing and delivery apps have become more popular, it has blurred the once clearly delineated lines of personal versus commercial drivers and insurance. A person doesn’t have to become a professionally licensed driver to find work in the gig economy. And with ridesharing more widely available, how we get around is changing. These shifts in driving behavior have introduced new complexities into the auto insurance industry. Insurers are having to change the way they assess risk, underwrite policies, and manage claims. This complexity is only expected to increase; the number of freelance workers in the U.S. is expected to reach more than 91 million by 2028, a large portion of which will be those who work for transportation network companies (TNCs) like UBER and Lyft. AI and mobile technology can equip insurers to stay competitive in this evolving marketplace by providing new and actionable data to inform and speed decision-making.Buckle, an inclusive tech-enabled financial services company, is driving innovation in the gig economy by providing hybrid insurance coverage to drivers when they are on and off the clock. Getting on with life after an accident is important to everyone, but for those that rely on their vehicles to make a living, claims need to be resolved quickly. To help its drivers, Buckle recently announced it will leverage CCC’s advanced AI and mobile technology to create an efficient, transparent end-to-end experience for its policyholders in the event of an accident.Here’s how it works: when a gig worker is in an accident, they can collect photos of their damaged vehicle through a self-guided mobile app. From there, advanced AI technology embedded in the mobile experience can determine the extent of the damage to the vehicle and predict in real-time whether it is repairable or a total loss. If the vehicle is a total loss, the claim is expedited with the insurer and lienholder, while the mobile app experience continues to provide real-time updates to the driver on their claim status. The seamless end-to-end experience hastens time-to-resolution for the gig worker, saving their peace of mind as well as hundreds of dollars in potential income. For an insurance provider like Buckle, having an integrated experience not only improves their customer satisfaction, but provides actionable insights to accelerate claims, make more informed policy decisions, and better understand driving behavior in the gig economy.“Rideshare and delivery drivers are essential to commerce today and our agreement with CCC ensures these essential workers have access to the best technology to help get them back on the road more quickly following an accident,” said George Rosen, Vice President, Buckle TPA. “Working with CCC, we can deploy best-in-class AI and connect to a vast network of providers, building a strong foundation that will help us scale to meet the growing demands of TNCs and drivers whose livelihoods depend on their vehicle.”Insurers who are looking to digitize their experience for the gig economy should consider three things: digital connectivity, end-to-end experiences, and actionable data. First, creating a digitally connected experience is crucial to their success, and it needs to reflect the digital efficiency driving the gig economy. Gig workers and their customers are used to opening an app and getting where they need to be in a series of automated steps. Can an insurer provide the same level of digital efficiency with the claims process? If not, the brand experience begins to break down.Second, insurers need to think beyond point solutions for an end-to-end experience. A combination of different technologies can come together to create meaningful workflow efficiencies. After an accident, hundreds of multi-party decisions need to be made to resolve the claim. Do you provide an experience that connects all of the parties and steps into a seamless, frictionless flow? If not, claims resolution will take longer to achieve and drive dissatisfaction with the experience that will impact every provider in the chain. For gig drivers, whose livelihood depends on having their vehicle operation, time-off the road is more than frustrating, it impacts their earning potential.Third, the data mined from advanced AI technologies can improve the insurance experience beyond claims with actionable insights that can inform risk assessment to improve the underwriting process. As the gig economy continues to grow and new vehicle technology continues to evolve along with it, learnings from this data about driver location, behavior, and more will only grow more valuable.“Millions of gig workers rely on their vehicles to earn a living and their livelihoods may be negatively impacted if they are not properly insured,” says Shivani Govil, CCC’s Chief Product Officer. “Advanced technology is helping insurers and policyholders manage the complexities introduced by the gig economy while ensuring an optimal customer experience. At CCC, we’re building the solutions to help people keep moving forward when it matters most.”As the economy evolves and vehicle technology continues to advance, CCC is delivering at-scale AI-powered customer experiences to help P&C insurance economy keep pace with the changes. Learn more about CCC’s advanced AI and our insurance telematics solutions.