Entegral and GEICO partner for automotive claims process

Entegral and GEICO have entered into a partnership to “enhance the automotive claims experience through improved claim routing, repair coordination, and customer communication,” a press release states.

The claims technology platform is a subsidiary of Enterprise Mobility that streamlines the automotive claims process for all stakeholders, according to the release. The technology will support GEICO with additional tasks such as clearer appointment communication and “more informed repairer-provider selection, creating a simpler and more transparent experience for policyholders and repair partners.”

“At GEICO, we’re focused on delivering a seamless, first-class experience for millions of customers, from their initial quote through claim resolution,” said Shane Wheeler, GEICO chief claims officer. “With a 97% customer satisfaction rating, we know the standard our customers expect. Working with Entegral helps us deliver a more connected and efficient claims process while making it easier for customers to navigate repairs.”

Joe Rector, Entegral vice president, says in the release that today’s claims environment requires solutions that help insurers, repairers, and customers navigate the process with greater clarity, speed, and confidence.

“Our partnership with GEICO reflects a shared commitment to leveraging technology and insights to simplify the claims process, improve repair-network coordination and deliver better outcomes for policyholders,” Rector says.

According to the release, the partnership aims to drive improvements across key claims touchpoints. The two companies will align data, workflows, repair-network capabilities, and mobility touchpoints to improve visibility, enhance coordination, and create a more consistent customer experience from claim reporting through vehicle repair.

Rector urged collision industry stakeholders to break down silos and better connect their systems during the IDEAS Collide Showcase at the SEMA Show last year.

The collision industry is made up of many partners, Rector said. There are OEMs, insurance providers, and tow, glass, and salvage companies.

“Collision repair facilities are very unique in the fact that you have your own value chain outside of just the partners across the industry,” Rector said.

He gave other examples of ADAS sublets and paint, parts, and equipment providers.

Customers are the middle of the ecosystem, he explained.

“The customer doesn’t care about the entire value chain that surrounds them,” Rector said. “These are all back-end services. They may not know every company that level of customer service that they expect. What they are looking for is a timely repair and one that’s done safe and in proper manner.”

This means one company is not more important than another, he said. This also means multiple shop operators, sole proprietors, and direct repair programs all look the same to the customers.

“But what is interesting about our customers is that they are not just in the middle of our industry; they’re actually an active participant helping connect and move information around,” he said.

When a customer has a claim, they have to contact the insurance company, select a repair facility, schedule a shop appointment, schedule transportation while their car is in for repair, and possibly arrange towing to the proper location, he said.

“There’s a lot of information being exchanged before the car is even repaired with a number of parties in our ecosystem,” Rector said. “It all runs through the customer. It doesn’t run around the customer. The customer is interacting with each of these other businesses to get on their way.”

If something goes wrong, for example, the repair facility can’t complete the necessary repair, meaning numerous extra steps for the consumer has to take. For example, they have to schedule a new repair shop, a new tow, and inform the insurance company.

“I think we honestly can do better than that,” he said. “If you go just beyond the onset of the repair, look at what happens when the customer is within the repair,” Rector said. “They’re relying on an accurate estimate and completion date to pick the car back up and get on the road. But that information is equally valuable to the rest of the industry as well and getting it not just in the hands of the customer but also the rental car providers, to the insurance carriers to handle invoicing appropriately.”

If the information is inaccurate to one member, then the consumer has to make more phone calls, he said. He added that every member of the industry has to start calling each other.

“It sounds a little chaotic,” he said. “It does not sound like harmony.”

He asked what would happen if all of the partners were connected.

“Let’s say the body shop and their scheduling and their data on their drop-off and repair status is connected seamlessly to the rental car providers and to the insurance carriers,” Rector said. “When the customer makes selections throughout the process everyone is informed without the need to call each other.”