Royal & SunAlliance launches Web-based claims system

Royal & SunAlliance launches Web-based claims system

Royal & SunAlliance has launched a new Internet-based auto claims management system that company officials say will speed claims settlement and provide policyholders with a hassle-free option in how their cars are repaired.

The new Internet-based claims system supports Royal & SunAlliance's guaranteed repair solution (GRS), an initiative through which the company takes responsibility for all of the time-consuming details involved in getting a car repaired after an accident, from securing a rental car, locating a qualified repair shop and obtaining estimates, to tracking the repair process and assuring a quality job.

In order to create the new claims management system, Royal & SunAlliance has entered into a five-year agreement with eAutoclaims (EACC), a business-to-business e-commerce company that is using the Internet to streamline the process of claims settlement and auto repair.

Reed Mattingly, senior vice president for operations with EACC, says: "A growing number of insurance companies are accessing our network because of our quality standards, but Royal & SunAlliance is the first to integrate this network into a comprehensive, Internet-based system for claims management."

Under the insurer's new claims management system, each of the company's auto claims representatives are assigned individual Web sites, which provide a hub for gathering and organising information needed to settle a claim and arrange for auto repair. Claims representatives and others involved in the repair process will use the Web for online communications through a system developed by EACC.

By using digital photography and the digital uploading of estimates and other information to each Royal & SunAlliance claims representative's Web site, the claims process time should be reduced by about half, according to EACC officials.

Royal & SunAlliance will roll out its new claims management system in the US this year, beginning with offices in New York and North Carolina. While the initial launch will be focused on support of claims representatives, future enhancements will enable agents and insureds to check the status of claims online.

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