My Nephew’s Drone Reflects the Evolution of Customer Experience in Insurance

In my quest for finding the perfect gift for my 6 year old nephew I thought he would love a drone. What kid doesn’t want their very own flying “thingy” with a built-in HD camera that connects to your smartphone and has a battery life of 3 hours? I was right. He loved it. Drones aren’t just the next cool toy for kids either. Admittedly, I think I was more excited than he was to open the box and play with it. I mean when I was a kid, we were limited to remote control cars where the battery lasted 15-20 minutes and then you had to wait another few hours for the battery to charge before you could continue tearing up the rug and nicking the dining room furniture.

My nephew is onto something

Shortly after presenting my nephew with his gift and winning the “Awesome Uncle Award”, I read an insurance industry publication on the use of drones by a major U.S. carrier to create efficiencies during the claims process in an effort to ultimately improve customer experience. This article certainly got my wheels spinning.

As a sales professional focused on insurance technology, I am always talking with carriers about how important it is to connect communication letters/forms to data sources, especially during the claims process because it streamlines and improves efficiency. Usually these discussions are focused around the traditional data source types like the policy, billing, or claims system but the article got me thinking that this paradigm is quickly changing. In the age of the self-driving car, the commercial drone, and wireless headphone that probably have more technology in them than Apollo 11 did, what is the next generation of insurance going to look like? The amount of data and how that data is collected will provide carriers with a wealth of new information. As these aspects change over time, so too will the way carriers will have to communicate with their customers. I don’t think we are that far off from a day where drones collect data, send it back to the carrier, and the carrier immediately notifies a policyholder on the status of a claim in a fraction of the time that it is done today. What is defined as a data source today is very different from what a data source will look like in the future. Just as children can sometimes see things that adults miss, the carriers that stay ahead of the curve and become the early adopters of this new type of technology will surely catapult themselves over the competition.

Over the last several years there has been a major shift for carriers to get a handle on modernizing communication. It goes far beyond the reach of e-delivery. Carriers realize that in order to be successful and retain and grow the customer base, they need to have the mechanisms in place to quickly adjust how they communicate with their policyholders. We have seen how companies like Google are entering the market and changing the game. It makes you wonder, which carriers are ready to capitalize on these new market trends and which carriers are going to fizzle out into obscurity and eventually become the focal point of the “do you remember the carrier X” conversation. Truth be told, time will tell.

COVID-19 update

The spread of COVID-19 continues to evolve and in this context, we wish to inform you that Xpertdoc is closely monitoring the situation and would like to inform you of the measures taken by our team to support its employees, customers and partners.

We do not foresee any impact on the delivery of our services and want to assure our customers that we are executing our continuity plans in order to ensure that our customers continue to receive our services without jeopardizing the safety and security of our personnel.

In accordance with the recommendations of government authorities, here are some of the measures being taken by Xpertdoc:

Remote work for all employees
Arrangements have already been made and we have requested that all our employees work from home. Our continuity plan includes a full deployment of remote work arrangements to ensure uninterrupted service to our clients and partners.

Hosting and cloud services
We have been assured by our suppliers that there are no known impacts to these services, and we are confident that we are able to effectively manage the delivery of our cloud services to all our customers.

We have cancelled all business travel until further notice for all our employees. If employees have or will travel for personnel reasons, they will be asked to respect the quarantine delay before participating in any business activities.

Events and gatherings
All our events have been postponed or cancelled. Our employees are no longer allowed to participate in any events, seminars or gatherings.

We are committed to providing the best possible service to our customers and partners, to ensure that you can continue digital communications with your own audience. In these critical moments if we can help please do not hesitate to contact us.


The Xpertdoc Team

Mise à jour sur la COVID-19

La propagation de la COVID-19 continue d’évoluer et, dans ce contexte, nous souhaitons vous informer que Xpertdoc suit de près la situation et que notre équipe a pris des mesures pour soutenir ses employé(e)s, clients et partenaires.

Nous ne prévoyons aucun impact sur la prestation de nos services et voulons assurer nos clients que nous mettons en œuvre notre plan de continuité des affaires, afin de garantir que vous continuiez à recevoir nos services, sans compromettre la santé et la sécurité de notre personnel.

Conformément aux recommandations des autorités gouvernementales du Québec, voici quelques-unes des mesures prises par Xpertdoc :

Travail à distance pour tou(te)s les employé(e)s
Nous avons demandé à tou(te)s nos employé(e)s de travailler à domicile. Notre plan de continuité des affaires comprend des arrangements de travail à distance pour assurer un service ininterrompu à nos clients et partenaires.

Hébergement et services infonuagiques
Nos fournisseurs nous ont assuré qu’il n’y avait pas d’impacts connus sur les services d’hébergement et infonuagiques. Ainsi, nous sommes convaincus d’être en mesure de gérer efficacement la livraison de nos services infonuagiques à tous nos clients.

Nous avons annulé tous nos voyages professionnels jusqu’à nouvel ordre, pour tou(te)s les employé(e)s. Si des employé(e)s ont voyagé ou doivent voyager pour des raisons personnelles, il(elle)s seront placé(e)s en quarantaine pour une durée de 14 jours, avant leur retour au travail.

Événements et rassemblements
Tous nos événements ont été reportés ou annulés. Nos employé(e)s ne sont plus autorisé(e)s à participer à des événements, séminaires ou rassemblements.

Nous nous engageons à fournir le meilleur service possible à nos clients et partenaires, afin de garantir que vous puissiez continuer vos opérations sans interruption. Dans ces moments critiques, nous sommes là pour vous aider. N’hésitez pas à communiquer avec nous si nécessaire.


L’équipe Xpertdoc