CCC News & Insights

October 25, 2022

Revisiting Triage: Setting the Stage for Future Gains

The triage process for a vehicle claim is not always top of mind for insurers. Among the many decisions that must take place between the time of an incident through to resolution, triage determinations can sometimes be regarded as a routine, albeit necessary, post-accident step that insurers approach with the same methodology time and again. And as insurers look to innovate workflows, triage may not always be on the top of the upgrade list.However, correctly triaging vehicles, more frequently, early in the claims process, can provide ample benefits to an insurer. From efficiency gains to cost effectiveness and more, the modernization of a typically dated model is worth considering.CCC is taking a fresh look at the innerworkings of triage decisioning, using advanced models to improve predictions and increase insurer confidence that a vehicle is on its proper path. That could mean predicting it be directed it to salvage, or determining repairability and then simplifying the connection to downstream estimating tools.

Market Complexities and a Need to Innovate

In 2021, supply chain disruptions began impacting the stability of salvage values and vehicle repair costs. This, along with a desire for a more sophisticated approach, inspired a closer look at the variables powering the CCC AI models that help make total loss and repairability predictions for insurers. Fine tuning performance meant retraining the AI using the data points from millions of claims and then optimizing to better accommodate an insurer's preferred rules and thresholds, such as Total Loss ID Rate and False Positive Rate.Neda Hantehzadeh, CCC's Associate Director of Data Science R&D said, 'Through CCC's digitized access to extensive historical data we were able to make the AI smarter, increasing its accuracy as it makes predictions for our insurance customers and helping it become more resilient to changing market conditions.'These enhanced PMOI models, coupled with an increased ability for intelligent decisioning, can correctly predict a total loss 65% of the time. Carriers can more effectively route claims to the optimal appraisal method, whether it’s virtual or staff-assessed, sent to a Direct Repair Facility or salvage yard. By avoiding unnecessary towing fees, rental and storage costs, even loss of days due to vehicle transport to a repair facility after it was incorrectly sent to the salvage yard, insurers can begin to see how cycle times can be reduced and productivity can rise.In the future, further enhancements can lead to new use cases. For example, by having higher confidence upfront in the probability of total loss, insurance carriers could direct tow providers to bring a damaged vehicle directly to their preferred salvage yard or repair shop, reducing the need for in-person inspections and multiple tows.

A Gateway to Straight-Through Processing

Digitized FNOL, enhanced with better claim predictions and triaging, is a critical piece of the puzzle as insurers look ahead. With it, achieving the industry vision of straight-through processing is more attainable. Earlier, more reliable decisioning can ease reservations of advancing claims through automated tools, such as Estimate - STP. This, and other frictionless solutions can then combine with CCC's vast network connections to support a seamless, end-to-end claim journey.Predictions can offer powerful insight into what comes next. And in the case of newly refined PMOI models, with enhanced AI-powered decisioning, that can help insurers successfully triage more claims, predictions can make a substantial impact that reverberates throughout a connected ecosystem. Increased reliability, seamless experiences, improved results - a compelling case to revisit a fundamental component of the claims process.To learn more, visit