Top 5 Practical Ways to Use eForms in Motor Claims

Like filing a claim for a P&C policy type, motor claims require specialized forms to be filled out. But many insurance companies still rely on clunky paper forms or only slightly-improved PDF forms during the claims process. As a result, carriers struggle with long turnaround times, customer frustration, and wasted resources. On the other hand, next-generationeForms can eliminate these issues thanks to their mobile-friendly format and automated functionalities. Furthermore, eForms are a crucial part of the larger customer-facing journey, which can be easily automated. Here, we’ll discuss the characteristics of next-generation eForms for car insurance companies, and how to use them.

Key Functionalities in Next-Generation eForms

An eForm is essentially any online document that replaces the need for a traditional paper form. But eForms should ideally offer more flexibility and functionality than simply digitizing paperwork. With the next generation of eForms, claimants can complete the form-filling and sending process in one shot and from any location. eForms are a pivotal aspect of any industry’s wider digital transformation plan, as they improve experiences for both the carrier and the claimant. When eForms are adopted, not only do they bolster the customer experience, but they also eliminate the costs of printing, storing, and distribution, reduce turnaround time, and reduce the incidence of NIGO (not in good order) forms. Claimants have zero patience for slow and confusing processes, so eForms are necessary to ensure all forms are filled out completely and accurately. With eForms, claims agents no longer waste time hunting down claimants for forms or missing information. There are a number of features that make next-generation eForms uniquely suited for car insurance companies, including:

• Smart Fields: Transform the fields in existing paper and PDF forms into smart fields. These smart fields are delivered to the claimant via an easy-to-fill mobile eForm which can be completed in seconds with auto-fill functions.
• Agent-Guided Completion: In-call form completion ensures that claimants get the agent guidance they need to complete forms.
• Mobile Optimized: Claimants can share information with the company straight from their mobile device, wherever they are.
• Easy to Complete: Conditional logic ensures a smooth user experience as forms are easier to understand and fill, showing only relevant fields.
• No Longer Than Required: Smart eForms hide fields that were completed elsewhere or are not relevant for the workflow.
• Personalized Experience: Conditional logic displays tailored fields, messages, and formats to make the customer experience personal.
• Workflow-based: Automated dynamic workflows ensure that the correct forms are sent to the claimant based on the details of their claim. This helps avoid human error, reduces non-compliance risk, and simplifies agent processes.
• Omnichannel Self-Serve: eForms can be integrated within all claimant touchpoints, including call centers, websites, and IVRs so claimants can complete and sign forms instantly and independently.
• Integrated With Your Existing Systems: Lightico’s eForm solution can be easily integrated into existing workflows, CRMs, agent toolbars, and third-party business applications, so information can be pre-populated in the form fields and centrally stored with a complete audit trail.

Key Use Cases for eForms in Motor Claims

There are a number of pivotal touchpoints during the motor claims, many of which involve form-filling. Here are the primary ways car insurance companies can harness eForms for their motor claims, and the eForm functionalities that help support them.

1. Claims Application Form

The claims application form is part of the first notice of loss (FNOL) process, and sets the stage for the rest of the claims cycle. Therefore it’s paramount that claims application forms are filled out correctly and quickly — the first time. Autofilled fields help customers feel seen by sending the claimant the form prefilled with their basic information (e.g., policy number, name, address). Conditional logic allows carriers to ask policyholders increasingly specific information as they work their way down the form, without burdening them with irrelevant questions. Finally, a segmented view of sections makes it easier for customers to complete the application form, since it’s presented in bite-size chunks.

2. Witness Form

Not all car incidents have witnesses, of course. But those that do will require witnesses to fill out designated forms. Witness forms generally require a fair amount of space for free text. Mobile-friendly eForms can be very helpful for this, as the free text space is intuitive and easy to fill out from any device, including mobile phones. So witnesses can quickly and seamlessly fill out their form from anywhere at any time — even moments after the accident takes place. Since witnesses are able to report on the incident when it’s fresh in their mind, and with no hassle, they are more likely to provide accurate and detailed information.

3. General Liability Notice of Occurrence/Claim

This is another relatively lengthy form that is best served by an eForm that offers a segmented and mobile-friendly format. It tends to have many different field types, which next-generation eForms support through free text, checkboxes, dropdowns, and more.

4. VIN/Odometer Disclosure Statement

Odometer disclosure statements aren’t just eForms — they usually also require eSignatures from the vehicle’s current owner (the buyer) and the seller. Next-generation eForms support multiple signatures that can be collected at the same time, in real time.

5. Automobile Loss Notice

If the claimant has totaled the car, they will be required to fill out the automobile loss notice. This is yet another lengthy form that features a mix of different fields: checkboxes, free text, numbers, and more — ideally served by multiple field types. And due to the form’s considerable length, claimants benefit from a segmented view. In addition, conditional logic in fields ensures that any fields that aren’t pertinent to the specific claimant are hidden. For example, if the claimant checks a box stating there are no witnesses, the fields for witness names and addresses will stay hidden. This significantly streamlines the form and encourages faster completion.

The Bottom Line: Motor Claims Are Accelerated

Insurance carriers that tap into next-level features in eForms can extract so much more from their motor claims forms — while saving agents and policyholders time and effort. The best eForm providers allow insurance companies to fully customize and automate their motor claims reports. With smart eForms, we can glide through the often-fraught claims cycle, accelerating time to paid claims.