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Articles by Bill Brower
Viewpoint: The Path to Greener Claims, Leaner Costs, and Reduced Repair Expenses
The increasing emphasis on incorporating sustainability initiatives to fight climate change and ensure a greener world for future generations has led many organizations across various industries to reevaluate their practices. These efforts are, in part, attributed to increasing consumer pressure for more environmental responsibility and accountability from businesses and governments.
Viewpoint: Insurers should embrace AI for a green makeover
Opinion Artificial intelligence’s potential to improve sustainability efforts is flying under the radar Already a subscriber? Sign in to continue reading. If content does not display, please refresh your browser. New to Insurance Day? Buy a subscription for unlimited access to news, interviews, analysis and much more.
Managing Transformation in the Auto Repair Industry
The auto-repair industry stands at the threshold of transformation, shaped by a convergence of factors: soaring insurance and manufacturing costs, shifting consumer dynamics and advancing automation and technology. And with artificial intelligence, machine learning and cutting-edge innovations revolutionizing the landscapeindustry leaders must understand these shifts and chart a new path forward. Navigating the Cost Challenge Auto insurance costs have skyrocketed, surging nearly 17%.
Sostenibilidad e innovación, claves en la transformación de los talleres de reparación de automóviles
Con la autorización el pasado mes de abril para comercializar el sistema BlueCruise, el primer sistema de conducción autónoma homologado legalmente en Europa, por parte de Ford, la industria del automóvil ha experimentado una revolución que se suma a los cambios que llevamos unos años observando con el incremento de la venta de coches eléctricos, que representan ya el 14% en todo el mundo y el 3,7% en España.
Revving up auto repair innovation to navigate the winding road ahead
There is a transformation happening in the auto claims and repair industries, marked by rising insurance and manufacturing costs, changing consumer behaviors, and automation revolutionizing legacy processes. We’re in a period of rapid change in the industry, and with no signs of slowing down, artificial intelligence (AI), machine learning, and other technology are fundamentally altering how we do business.
Popularization of AI Fosters Insurance Innovation
Bill Brower // My crystal ball says completely touchless claims are in our future (Image credit: Shutterstock.) Even before the popularization of technology like ChatGPT among consumers, there has been a rise in the demand for digital services across industries, including insurance. In fact, according to a recent study examining auto insurance specifically, the majority of consumers trust a fully AI-automated claims process and half wanted completely digital services.
Preparing Your Call Center for Hurricane Season
A severe storm is coming ashore in the insurance claims industry, and we’re not just talking about the upcoming hurricane season. It has been building for a while, and like a tropical storm growing into a hurricane, the conditions are just right for this storm to wreak havoc on the claims industry. With a unique set of challenges disrupting the industry this past year, call centers must be knowledgeable and proactive if they want to come out of the upcoming hurricane season relatively unscathed.
Assurance : gérer ses sinistres sans contact, rêve ou réalité ?
Aujourd'hui, les consommateurs souhaitent avoir une expérience client comparable à celle d'Amazon. Ils se sont habitués à pouvoir tout gérer en ligne et en sont aujourd’hui demandeurs. En effet, une de nos études montre que 70 % des consommateurs changeraient d'assureur pour un traitement digital plus rapide de leurs dossiers de sinistre et 65 % disent qu'ils choisiraient un réparateur utilisant l'IA pour minimiser le risque d'erreurs dans le processus de traitement de leur sinistre.
Le Moyne rises to challenge of creating an inclusive tech workforce (Guest Opinion by Bill Brower)
Bill Brower is special assistant to the president for Strategic Partnerships and Workforce Innovation at Le Moyne College, in Syracuse.
Solera to Showcase Accelerated Auto Claims Tech at Insurtech Insights 2023
Solera, the global leader in vehicle lifecycle management, today announced it is bringing the future of vehicle data-driven touchless claims and risk management to Insurtech Insights Europe, in London on March 1-2.
The Dangers of Distracted Driving and How to Deter it
Despite rising efforts to combat distracted driving, it leads to thousands of vehicle crashes on a yearly basis. Laws help to a degree, but are often limited in scope, curbing a singular aspect in most instances, such as mobile phone usage. Meanwhile, additional behaviors like food consumption have less strict regulatory perimeters, meaning drivers could spill food or a drink and look down in a natural reaction and taking their eyes off the road can quickly result in a crash.
How Fleets Can Combat the Distracted Driving Epidemic
By Bill Brower, Vice President of Industry Relations, Solera For years, the news has documented tragedies that have occurred from distracted driving, and while awareness around distracted driving prevention has spiked in recent years, it is still an epidemic that accounts for thousands of collisions per year. There are state laws around ‘distracted driving’ which one may think would prevent distractions and collisions.
Insurance customers want more claims automation.
AI is an integral part of the user journey, and customers want claims and repair providers that put automation first. (Photo: JustSuper/Adobe Stock) The insurance industry has faced several challenges in recent months as companies have struggled to overcome rapid inflation, The Great Resignation, supply chain issues and the lasting impacts of the COVID-19 pandemic. Like most other industries, insurance call centers have been burdened with high turnover affecting hold times.
Looking ahead: 2025 claims predictions for insurers
The auto direct repair industry will see a significant change in how claims are processed. (Photo: megaflopp/Adobe Stock) In 2021, we made bold predictions about the claims trends we expected to see by 2025. In monitoring these trends throughout the year, the predictions we made are on track and appear to be aligned with what we’re seeing in the industry. For 2022, we’re ready to build on last year’s predictions and focus on some specific areas that will impact insurance professionals’ daily work.
LexisNexis guest column: Predicting claims trends into 2025 - Repairer Driven News
Editor’s note: LexisNexis Risk Solutions claims Vice President Bill Brower recently projected in PropertyCasualty360 and Claims Magazine the insurance industry would handle nearly all auto physical damage claims virtually by 2025 — and automate a significant portion of them as well. From a collision repair perspective, it’s a fascinating and perhaps staggering take on the next four years from a company with deep knowledge of the insurance space.
Predicting claims trends into 2025
Based on industry information, by 2025, more than 80% of the auto claims processed will be virtual. (Photo: atk work/Shutterstock) This time last year, the future of claims was looking increasingly automated. However, we never could have imagined what 2020 would have in store and how it would force everyone around the world to live and become ‘virtual’. Insurance and claims are no different.
The new normal for claims
So why hasn’t the industry gone fully virtual yet? On the carrier side, the reluctance seems to be driven by the concern that automation could introduce more errors and a higher risk of fraud into the non-complex claims process. (Credit: create jobs 51/Shutterstock) The COVID-19 pandemic is changing the way nearly everything, everywhere, is operating, and the insurance industry is particularly impacted, especially for claims processing.
Jasper earned state baseball tournament in 1974
EDITOR’S NOTE: The Jasper Quartz-siters, for many years now, have been swallowed up by the inexorable tide of history, where small-town high schools become folded into larger conglomerations. Which begs the question: Were they the Quartz-siters or the Quartzsiters? Over the years, they were spelled both ways. Anyway, here’s to Jasper sports. In 1974, Jasper qualified for the first Minnesota state baseball competition in its history.
In 1976, Worthington participated in first two-class girls basketball tournament
Sports Written By: Bill Brower | Jun 24th 2020 - 12am. × Worthington High School girls basketball players from 1976 line up to get their trophy after winning the Region 2AA championship. The Trojans played Austin in their first state tournament game. (file photo) EDITOR’S NOTE: In February of 1976, the Worthington High School girls basketball squad participated in its first-ever state tournament, which was the first Minnesota two-class state tourney.
Go Big Blue! S-J owned the floor in 1981
EDITOR’S NOTE: In March of 1981, the Storden-Jeffers Chiefs boys basketball team defeated Luverne for the Region 2A championship. The Globe is reprinting selected articles from great sports moments of the past.
WHS girls were Region 2AA track queens in 1984
EDITOR’S NOTE: In June of 1984, the Worthington High School girls track and field squad won its first-ever Region 2AA championship. In 2020, spring sports are canceled, so The Globe is reprinting selected articles from great sports moments of the past. Today’s story (condensed), which first appeared in the Daily Globe in 1984, celebrates the Trojans girls’ historic track crown.
In 1971, Worthington junior college was riding high in basketball
Sports Written By: Bill Brower | May 23rd 2020 - 12am. × Worthington State men's basketball coach Arlo Mogck (left) instructs one of his players during a game break. The Bluejays won the second of three consecutive state championships in 1971. (file photo) EDITOR’S NOTE: On Feb. 27, 1971, the Worthington State Junior College men’s basketball team won the second of three straight MJCAA state championships, beating Golden Valley Lutheran by a 100-81 score.
Strategies for addressing wildfire risk
Wildfires contributed to a 46% increase in fire severity for U.S. carriers in 2018 and making it critical for them to factor an extended fire season into their predictive models. (Photo: Shutterstock) U.S. insurance carriers are challenged to reduce their exposure to loss as wildfires consume ever-larger areas of the country.
Automating Claims for Drivers and Insurers
At this point in time, it has become accepted that automation is either on its way to your industry or has already arrived. For many auto insurers, automation has not only arrived but has transformed the overall claims process for the better. It’s a win-win situation for both insurers and customers, with automation helping insurers do their jobs more efficiently and providing more convenience for their customers.
Automating claims for drivers & insurers
Despite the benefits of automating claims, not everyone embraces this change. Insurers must learn to balance empathy against the fear of using new technology. (Photo: Shutterstock) At this point in time, it has become accepted that automation is either on its way to your industry or has already arrived. For many auto insurers, automation has not only arrived but has transformed the overall claims process for the better.
The Future of Claims―Balancing Automation and Empathy
Auto insurance carriers are increasingly using automation to increase efficiencies, reduce costs and improve their competitive edge. This trend is leading towards a fully automated, or “Touchless Claim,” process in which there is no human intervention at all. We first captured this phenomenon in our 2017 Future of Claims Study. For our 2019 Future of Claims study, we dug deeper into the motivations behind the progression from Traditional to Touchless (manual to fully-automated) claims processing.
Claims automation: The generational divide
Despite advances in technology, consumers still expect companies they do business with to offer easy, digital access while also providing a personal touch. (Photo: Shutterstock) Auto insurance carriers are increasingly using automation to be more efficient, reduce costs and improve their competitive edge through better customer service. How does this push toward automation align with customers’ needs?
The evolution of data and automation in auto claims
Market Insights Insurers are embracing claims automation, but it must be balanced with human involvement. Telematics can give carriers an advantage at the first notice of loss. (Photo: Shutterstock) When an insured driver experiences an auto accident or theft, how well the claims process is handled can make or break the policyholder’s relationship with the carrier. Some auto carriers continue to favor traditional claims processes thanks largely to the human touch advantage.
Data insights and fire claims
Analysis New data-driven models can help carriers achieve more accurate and profitable policy pricing for catastrophe claims. Fire peril is increasing sharply in both severity and proportion of catastrophe claims. (Photo: Shutterstock) California wildfires contributed heavily to making 2017 an expensive year for catastrophe claims, burning more than 10 million acres and resulting in a record number of fire claims, accounting for 30% of all fire loss costs.
Claims Automation Benefits Insurers and Independent Adjusters
Telematics, home automation, analytics, drones and a host of other emerging technologies – combined with changing customer preferences – are driving a remarkable transformation in the insurance industry towards touchless claims processing. Touchless is the next evolution in automated claims processing, which is already helping carriers increase efficiency, reduce loss adjustment expenses and accelerate cycle times, not to mention improve customer satisfaction.
Automation is Transforming the Claims Process
It’s no secret that technology and automation is transforming the insurance market. Social media, telematics and analytics are playing a central role in the insurance lifecycle from marketing to underwriting to claims. When it comes to the claims process, automation is a game changer.
Insurance technology lessons from 2017
Photo- and video-based mobile apps can help expedite the claims filing process for insureds. (Photo: Shutterstock) Hurricanes Harvey, Irma and Maria; the California wildfires; and a succession of other natural catastrophes made 2017 an expensive year for disaster losses. Traditionally, the year following record-breaking catastrophes inevitably leads some insurers to reassess rate increases and possibly cease writing high-risk new policies.
Connected Car Services Simplified for Automotive OEMs With Launch of Software Development Kit - Insurance Insights
Automotive OEMs looking to leverage connected car data now have a new option when it comes to raising consumer engagement and offering their customers usage-based insurance (UBI) options through participating insurers.
Top 10 claims trends that will impact 2018
In 2017, we saw drones used for home roof inspections, auto appraisals via photos, customer video chats and bots used in claims processing. (Photo: Shutterstock) It's not surprising that 2017 will be remembered as the landmark year for the digital transformation of claims processing within the property and casualty insurance industry. After all, it was the year we saw the use of drones for home roof inspections, auto appraisals via photos, customer video chats and bots used in claims processing.
Big Data and Analytics in Life Insurance Underwriting
Over the past 10 years, advances in technology have changed the face of businesses worldwide. One of the most striking changes has been the availability of Big Data. This large volume of both structured and unstructured data inundates companies on a day-to-day basis. But it’s not the amount of data that’s important. It’s how organizations use this vast quantity of information to derive insights that matter.
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