NFU Mutual increases use of remote, self-reporting video technology to help mitigate impact of lockdown and speed up customer claims

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Eviid, the UK-based developer of patented, self-reporting and remote video capture technology, has seen a sharp increase in usage from across the insurance industry as claims handlers and loss adjustors address the challenges of home working and social distancing.

For example, NFU Mutual, the UK-based mutual insurance company, has increased its use of eviid’s Uploader technology to enable their claims handlers to quickly receive multimedia evidence from policyholders, and make faster liability decisions.

With NFU Mutual’s strong heritage in serving rural and farming communities, the ability to gather evidence of a claim remotely and speedily is of huge benefit to policyholders, allows the quick progression and settlement of claims.

NFU Mutual’s claims professionals and agents who have used the eviid Uploader system described it as “super-fast” and particularly user-friendly. 100% of testers also rated it as “quite easy” or “very easy” to use, while 95% described the technology as being incredibly helpful at this challenging time.

One NFUM claims handler commented: “On more than one occasion I was able to get a positive stance on liability very quickly using the eviid evidence – a massive benefit to NFUM and policyholders alike.”

Paul BranchPaul Branch, (left) Head of Claims at NFU Mutual, added: “The eviid Uploader has really impressed the claims professionals in our network. It has made their lives easier, but most importantly, it has helped them settle claims faster for our members.”

The eviid Uploader is an intuitive, web-based system that generates a simple link which is sent to the policyholder via e-mail or text. It supports large files and automatically virus-checks, right-sizes and formats each file before sending them straight to the claims handler.

Uploader is part of a wider suite of eviid self-serving video capture and digital content technologies – developed specifically for the insurance sector – which are highly-secure, fully-verified and GDPR-compliant.

John Ridd, eviid CEO, said: “For clients like NFU Mutual, who were using our product long before the covid-19 outbreak – such as during the recent episodes of flooding and storms – adopting such agile technology was always about working smarter and more efficiently for the benefit of their policy holders. But no-one could have anticipated that such an investment would prove to be as important as it is today with regards to processing customer claims effectively in the face of  social distancing protocols.”

In addition to NFU Mutual, the covid-19 lockdown has seen many new and existing eviid clients ramp-up the use of their unique technology. In April alone, eviid trained an additional 1,000 claims handlers, loss adjusters and other insurance personnel – many of who were new to the eviid platform – which means they can continue to manage claims effectively, despite the lockdown and the need for minimal social contact.

Eviid CEO John Ridd said: “The lockdown has seen the insurance sector experiencing an unprecedented drop-off in claims in some markets, while other categories are experiencing sharp rises. In both cases, the need for social distancing means that loss adjusters and claim handlers are facing massive challenges.

“Our evidential ‘plug and play’ self-reporting video technology, which is fully secure, GDR- complaint and verified from case inception to conclusion, is therefore playing a crucial role in supporting the claims process during the pandemic.”

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