Sometimes customers are astounded at how quickly the loss adjuster from HDI Seguros arrives at the site of an accident. This is because after a car trip suddenly comes to a screeching halt, more often than not in Mexico there’s only one thing to do: wait. Policyholders involved in an accident have to wait for the insurer’s adjuster because they generally have to come out to the site of the accident so as to record the damage.
However, the loss adjusters from HDI are quickly on the spot and there’s a very good reason for their speedy arrival. HDI can now predict the zone where there is potential for the next accident with a considerable degree of accuracy. This is possible because of the “Service and Logistics Centre” where a large volume of data is assembled including past claims and details of accident black spots with the most accidents in the past.
This is how HDI Seguros advertises the “Service and Logistics Centre”.
Predictions to the nearest hour
HDI uses mathematical models to calculate the level of probability for an accident happening in a specified area at a certain time. As a result, the insurer can make precise plans each month, right down to the day and hour, and decide how many loss adjusters need to be deployed at which location. This enables them to arrive at the site of an accident more quickly because they are positioned ready at bases within the geofence. This is a big advantage particularly in large cities with a lot of traffic. The “Service and Logistics Centre” retains the overview as to where the loss adjusters are in the geofence at any one time and they are able to send the adjuster who is closest to the customer. Today, a loss adjuster takes eight percent less time than in the year-earlier month to arrive at the accident location. Furthermore, the “Service and Logistics Centre” monitors claims management in real time and always intervenes if the target of delivering a fast solution for the customer is not achieved.
“We are increasingly developing into a data-driven company,” said Marcelo Ramírez, Chief Operating Officer of HDI Seguros in Mexico. “In this way, we’re improving the customer experience and enhancing the satisfaction levels of insured parties.” The “Services and Logistics Centre” is part of an entire series of digital innovations that HDI has launched on the market in Mexico. One of the insurer’s key goals is to enhance customer satisfaction and as a result increase the number of recommendations for HDI to other motorists (Net Promoter Score). Initial successes are already tangible. HDI has succeeded in raising the year-on-year Net Promoter Score by four percentage points.