ICWI boosts service with technology

Christopher Serju, Gleaner Writer

Point. Click. Send. That's how easy it is nowadays for clients of the Insurance Company the West Indies (ICWI) to provide an accident report - pictures and all.

Since early May, users of LIME-enabled Blackberry mobile phones have had access to the ICWI Accident Alert application. This means they are able to take pictures, fill out accident report forms and send them to the insurance company immediately following an accident.

On sending the information, the client receives a call from the company's Accident Response team, seeking to ascertain whether he or she needs further assistance and acknowledging receipt of the report.

Grace Burnett, managing director of Allied Insurance Brokers and a specially invited guest at the function, sees the new Blackberry 'app' as a game changer, when compared to the traditional, lengthy process of preparing a motor vehicle-accident report and claim.

"The biggest test of the insurance product is when an accident occurs, because that's when you really see what you have bought ... up to that point you would have paid for a promise. If when the test comes, ICWI can seriously change and reduce the time it takes to settle a claim, I thing they are really going to revolutionise the market. Most of us can't afford to rent a car, or even if we had two cars in our family, there is dislocation when one is out of service," she told Automotives at the recent launch of the service.

"If you can give that customer his or her car back, one or two weeks earlier than we have been used to, I think ICWI will be miles ahead of its competition, and that's what excites me about this. Right now, there is nothing like it locally," Ms Burnett continued.

Launched in collaboration with LIME, the technology will be exclusive to ICWI clients using LIME-enabled Blackberry telephones for the first three months, after which Blackberry users on other networks will be able to access the application.

product practicality

At the launch event, ICWI president Paul Lalor spoke about the ease of use and practicality of the new technology for clients.

"What it does is gives our customers who have the application on their Blackberry the opportunity to start the claims process right after the accident has happened... right there on the scene of the accident. We are asking them to use the functions of the application to take photographs at the accident scene, to collect the details of the person with whom they have collided and also to give a brief statement as to how the accident took place. They would then submit the report and photographs to ICWI and, almost immediately, they'll get a phone call from our roadside-assistance programme to find out if they are okay or need help. Can we deliver the claim form? That sort of thing," he said.

"What we're, therefore, trying to do is to make sure that the process starts almost immediately. This application will help us to cut through the traditional process, make it less painful, speed up the claim-settlement process and get the car back on the road even faster than we think we already do."

Stephen Price, LIME's special projects manager, is well aware of the further possibilities of showcasing the Blackberry device.

"We believe the ICWI customers are discerning customers," he said.

Meanwhile, ICWI's assistant vice-president of marketing, distribution and human resources, Samantha Samuda, was also upbeat about the future of the ICWI Accident Alert app.

"Our clients and brokers are excited about the availability of the technology. We hope they will never have to use it, but if it becomes necessary, we are glad that the ICWI-owned software can make a stressful time a lot easier to deal with."