According to new market research released by Solera, there is an increasing demand for digital-first automated claims, with trust in AI-driven claims and repairs growing to 79 per cent globally.
The survey also identifies rapid acceleration of artificial intelligence (AI) adoption among global car insurers, bodyshops and OEM dealer networks to deliver on consumer expectations.
Digital-first channels are changing how claimants manage their motor claims and repairs. Almost half (49%) of consumers now want fully digital self-serve experiences, while over four in 10 (43%) prefer a hybrid model blending digital tools with human contact.
As a result, more consumers are now willing to change their insurance provider to one that offers digital claims technology (70%), and nearly two thirds (65%) would choose a repairer using AI to minimise the risk of error when conducting work on their vehicle.
“Digitisation is now an integral and expected part of the claims cycle,” said Bill Brower, VP industry relations, Solera. “Our research shows the pace at which consumers now actively seek automated self-serve models that meet their needs for digital convenience, speed, and accuracy.
“It’s clear that those implementing cutting-edge technologies like AI will gain critical customer retention, efficiency, and resilience.”
According to Solera’s survey, the use of digital claims technology has also increased rapidly. Over a third of claimants have now completed a motor claim without speaking to a person and over half have taken images of their vehicle and uploaded them onto an insurer’s platform.
Brower said that insurance customers are “clearly ready” for digital options, “especially when they have the opportunity to quickly access an adjuster in person as needed”.
“There are inevitable barriers in the journey towards full automation, but the message is clear. Now more than ever, organisations must leverage first-class technology partnerships to streamline this transition and maximise the return on AI investments,” he added.