For an industry built on trust and timing, the insurance claim process has a long-standing reputation for doing the exact opposite – breeding frustration and delay. It’s no wonder: customers often face a parade of paperwork, glacial processing times, and a communication loop that’s more Bermuda Triangle than helpful.
The average auto insurance repair cycle hit an all-time high of 23.1 days – the longest ever recorded. This delay contributes to growing customer frustration, despite insurers’ attempts to improve communication.
The result? Trust is wearing thin. 30% of insurance customers globally are considering switching providers due to poor claims experiences. The message is clear: patience has a shelf life – and it’s expired.
Video Claims: From Lag to Live
Now, imagine cutting that friction with the tap of a button. No app store detour. No downloads. Just straight-up, face-to-face resolution via a browser link.
That’s the promise of 8×8’s Video Interaction – a browser-based video support tool that bridges the physical gap between insurers and their customers. Instead of submitting damage photos, waiting days for a callback, and hoping you filled out the right form, customers can simply click a link and connect with a claims agent in real time.
This isn’t a gimmick. Solutions like Video Interaction are built for digital claims workflows – embedding video calls, screen sharing, file uploads, and even image annotation into a secure, frictionless experience. It transforms the claims journey from an endurance test into a fast lane.
Building Trust with Face-to-Face Digital Claims Support
Let’s face it: people trust people, not portals. That’s why face-to-face communication is a psychological game-changer. Seeing an empathetic human on the other end – especially during a stressful moment like a car accident or property loss – can diffuse tension and spark collaboration.
Face-to-face requests are 34 times more successful than those made over email. Visual interaction doesn’t just convey information – it transmits intent, trust, and humanity. In the world of digital claims processing, that’s priceless.
And it’s not just about warm fuzzies. Video allows agents to see the actual damage live, guide the customer to capture accurate visuals, and ask clarifying questions on the spot. That context reduces errors, eliminates back-and-forth, and speeds up resolution – often in the first call.
Faster, Smarter Claims Processing
Here’s where the rubber meets the road. Video Interaction isn’t just a feel-good solution – it drives measurable performance gains in claims processing.
When an adjuster can visually assess the damage in real time via live video, you’re eliminating ambiguity. The agent sees what the customer sees – no more guessing based on grainy photos or misfiled descriptions. This level of clarity not only speeds up documentation but also improves decision-making accuracy.
And speed matters. Modern tools – including live video, AI triage, and digital claims automation – can cut claims settlement times by up to 40% and reduce costs across the board by simplifying workflows and minimizing manual review.
Another critical benefit? Fraud prevention. Live video introduces an authentication layer that makes it harder to stage or exaggerate claims. Fraud is estimated to cost U.S. insurers over $308 billion annually – a problem video can help tackle head-on.
Simplifying the Workflow – for Customers and Agents
If the claims process feels like it was built for the 1990s, that’s because it often was. Video Interaction tools tear that legacy scaffolding down and build something smarter.
Integrated platforms like 8×8’s Video Interaction provide agents with screen sharing, document transfer, co-browsing, and even live image annotation – all from a single browser window. No jumping between tabs, no toggling systems. Customers don’t need to install anything – just click a link and go.
For agents, this means less back-and-forth, fewer misunderstandings, and a streamlined digital claims process that clears cases faster. Video Interaction also comes with a powerful web-based console – an admin dashboard that offers easy access to key metrics. Agents and supervisors can view a consolidated snapshot of all calls made, including duration, customer ratings, and interaction summaries. With integrated customer data and history, agents gain richer insights for every conversation. Admins can add or remove agents on the fly and track performance across the team.
For customers, it means simplicity, clarity, and getting back to life sooner.
Welsh Water: Cutting Costs and Complexity with Video Interaction
Welsh Water, a not-for-profit utility serving over 3 million people across Wales and parts of western England, faced a common customer service challenge: triaging issues like leaks and burst pipes based solely on phone descriptions. This often led to unnecessary engineer dispatches, delays, and frustrated customers.
To solve this, Welsh Water adopted 8×8’s Video Interaction solution. Now, agents can initiate real-time browser-based video calls, instantly seeing the issue, guiding customers through fixes, and making accurate assessments on the spot. As Peter O’Hanlon, Head of Delivery for Customer Strategy, explains:
“Bringing in 8×8’s Video Interaction solution means that we can perform better triage.”
The results speak volumes:
- Over 100 unnecessary engineer appointments avoided
- Faster complaint resolution
- Improved customer satisfaction with every video-enabled call
By seeing the problem firsthand, Welsh Water drastically reduced miscommunication, optimized field team efficiency, and delivered better outcomes for customers in both remote and urban areas.
The New Standard for Insurance CX
We’re not in the era of “nice-to-have” anymore. Real-time, human-first service is the new baseline – and customers are ruthless with brands that don’t deliver it.
88% of customers say experience matters as much as product. During high-stakes moments – like insurance claims – real-time human support is preferred over self-service. Face-to-face interactions build trust and empathy in ways digital tools can’t.
Insurers still clinging to legacy processes aren’t just annoying their customers – they’re bleeding them. The winners are those that embrace tools like Video Interaction not as a feature, but as a core capability of their CX strategy.
Don’t wait for the industry to catch up. Make insurance personal again – with 8×8’s browser-based, zero-download Video Interaction that connects your customers to real help in real time.
Learn more about 8×8 Video Interaction here, or contact us to get started.
