Reduced Duplication of Towing Requests with In-App Guidance on Guidewire During the Claim Adjustment Workflow

Copy Link

The insurance provider faced unnecessary expenses and inefficiencies due to duplicate towing requests made by new claim agents and adjusters who were unaware of existing partnerships with automobile salvage companies. By leveraging Whatfix’s event tracking and in-app guidance, the company significantly reduced costs and improved policyholder experience.

New claim agents and adjusters were often unaware of the company’s partnership with automobile salvage companies to handle total loss vehicles, leading to duplicate requests for towing. These duplicate requests involved the insurance company dispatching its own towing service instead of using the free towing service offered by the salvage partners, resulting in additional expenditures, improper vendor selection, and a poor experience for policyholders.

With Whatfix, the company used Product Analytics to track user behavior and identify adjusters who were scheduling duplicate towing requests on the dispatch page in Guidewire ClaimCenter. Conditional Smart Tips were deployed to notify adjusters that a tow request would be automatically routed to the auto salvage company once a vehicle was reported as a total loss, preventing the need for manual scheduling.