Tackling Touchless During Car Accidents

Brian Levine
Publication Date
26 June 2020

Tackling Touchless During Car Accidents

Auto Insurance Providers: Consider Implementing Touchless into Your Digital Strategy

From the very moment you and another vehicle get into a car accident, the experience is full of touch and human interaction. Today, this process is even more stressful for people as they navigate social distancing and are more aware of their personal safety when it comes to interacting with people outside their network.

As partners dedicated to protecting their customers during an accident, auto insurance companies should consider how to address customer needs during this critical moment. Thinking about how to tackle touchless options for their clients’ well being would both build on the insurance industry’s customer promise as well as differentiate the specific brands that take action.

In this blog, we’ll take a look at the current process of handling a car accident – from engaging with the other driver all the way through to getting your car fixed and returned to you – and then examine how that process could become touchless to keep all parties safe. We’ll provide some Touchless Tips to help auto insurance companies understand how a mobile app could eliminate burden, making the customer experience better for their clients, and especially during a stressful event, such as an automobile accident.

Touchless Tips for Insurance Providers: How to Support Customers After an Auto Accident

Let’s walk through the steps that customers have to take after getting into a car accident and some ways that these interactions could become touchless for safer engagements (both during and post-COVID).

Engage with the other driver. When you get into a car accident, if you and the other driver are both physically okay, you are likely to get out of your respective vehicles and begin the process of calling the police, a tow truck, and exchanging information. This process requires a lot of interaction with other people and can feel scary and unsafe, even when we’re not in the middle of a pandemic.

  • Touchless Tip: While those involved in an accident need to ensure they have face masks when interacting with the other driver, thoughtful insurance app features could decrease or eliminate any physical interaction. Insurance companies could enable their mobile apps to share their customer’s insurance information digitally, rather than requiring drivers to touch and exchange paper cards. For example, the insurance company could allow their customer to add their insurance card to their digital wallet with a link or QR code on it that enables it to be easily shared with another person.
Take pictures at the scene. It’s advisable to take pictures of the damage to your car and/or the driver’s car so that there is proof of what occurred at the scene and to share with the insurance company to develop a loss estimate. 
  • Touchless Tip: What if your mobile app, having just kicked off the claims process with the exchange of insurance information, prompted customers to take pictures or film video directly in your mobile app? This makes sure that documentation doesn’t get missed in the excitement of the moment and allows you instant, time stamped access to the scene of the accident. In addition, having clear pictures of the accident and damage eliminates the need for someone to make an estimate of the damage in person, removing another touchpoint.
Get roadside assistance. Getting roadside assistance can take time and now potentially expose customers to germs that they may want to avoid. How can this be touchless?
  • Touchless Tip: While this process is hard to transform into a fully touchless experience, there are things that an insurance mobile app can provide to ease customer concerns. Think about giving the customer a “touchless roadside” option in your app, either complimentary (given the current environment) or as a premium service. Touchless roadside could include features like having a rental car brought to the accident scene so you do not have to drive with the tow truck operator, digital signatures and confirmations when the driver takes your vehicle, and touchless vehicle drop off or pick up from the rental company or repair facility with participating partners.
While these are just a few ways that auto insurance providers can go digital, they will make a huge difference for customers looking to make this process as easy as possible.
Digital Methods Are Here to Stay
Beyond increased safety during COVID-19, digital options provide your customers with convenience and time savings. Customers are looking for ways to make their day easier and engaging with their insurance company is no exception.
Mobiquity can help you digitally transform to reduce the risks to your customers and agents. We’ve built a series of accelerators to help companies kickstart their mobile app strategy – whether you’ve never had a mobile app before or are looking to enhance your current app to meet the demands of the new landscape – we can help.
Not sure what mobile app features would be important to your customers? We can help with that, too. Our proprietary Friction Report analysis has surveyed over 10,000 mobile app reviews and ratings of the world’s most widely used insurance mobile apps to help you determine how to prioritize your strategy.
Download the Friction Report now

Brian Levine

Brian Levine serves as Mobiquity's VP of Strategy & Analytics, in addition to running Mobiquity's insurance vertical in the United States. At Mobiquity, he has developed digital strategies for multiple insurers, including Amica, Arbella, Mercury, and Travelers. In addition to his work in this vertical, Brian has pioneered research products at Mobiquity that look at clients through new lenses, including developing the Mobiquity Friction Report (tm) which uses large sets of consumer sentiment data to prioritize digital development based on consumer interest. Prior to his role at Mobiquity, Brian founded a consumer research company acquired by Nielsen in 2015 and lead the development of Audible on Alexa for Amazon.

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