Alethia built a guided claims application that brings more of Alpine Intel’s specialist businesses into each customer decision.
Alpine Intel is dedicated to innovation across property and casualty, auto, and workers’ compensation insurance, helping customers throughout the policy life cycle. Alpine Intel conducts expert, specialized investigations through its operating brands: HVACi, StrikeCheck, Donan Engineering, National Fire Experts, Component Testing Laboratories, VRC Investigations, The Robison Group, TechLoss Consulting & Restoration, BSC Forensics, Mecanica Scientific Services, and HMI.
Making more of Alpine Intel available to customers
Alpine Intel’s range of services created an opportunity to help customers with more of their claims needs. That meant making its wider range of services easier to discover and engage.
Automotive claims offered a place to begin. An adjuster may need to understand what happened in an accident, whether the vehicle holds useful data, or what further information would answer an unresolved question. Alpine Intel has specialists who can help. The customer needs a clear way to choose an option and start the work.
Bringing expertise into the claims process
Alethia worked with Alpine Intel’s leadership and operations teams to build a guided customer application on Alethia’s software and connect it with Alpine Intel’s existing operating systems. Alpine Intel’s specialists helped shape the questions, service guidance, and steps needed to carry a request into delivery.
The experience begins with the customer’s question about the claim. It brings together vehicle information, accident details, available evidence, and the carrier’s internal criteria to help assess whether retrieving the vehicle’s event data would be useful. Explanations help the customer understand the options and what each can contribute.
The application also brings additional services into consideration, including scene documentation and accident reconstruction. Assessment connects with ordering, authorization, and case status. The claim information stays with the request as it moves into Alpine Intel’s service workflow, giving the customer a way to follow the work.
A clearer way to engage Alpine Intel
The work brought claim intake, assessment guidance, and case visibility into one customer experience. An adjuster can review available options, provide the information Alpine Intel needs, and follow the request. Alpine Intel can introduce more of its expertise during a decision the customer is already making.
That creates a way to grow an existing account. A customer who comes to Alpine Intel for vehicle data can also consider related services that help answer crucial claim questions. Explaining those services within the same experience makes the broader business easier to understand and gives customers more reasons to engage Alpine Intel.
Carrying the customer’s information into the service workflow gives Alpine Intel’s teams the context for the work. It supports coordination between the requesting carrier, the specialists producing the findings, and the experts reviewing them.
Growing beyond automotive claims
The automotive application is a first step. Further applications could support fraud investigations, deeper accident analysis, and service provider assessment. Connecting service activity with pricing, costs, and staffing could help Alpine Intel improve the customer experience and develop new reports or intelligence services for customers. Connecting finance and operations with weather information could help management plan field capacity. Changes in legislation could reveal customer requirements and inform new services.
For Alpine Intel, that could mean growing existing relationships, reaching new customers, and selling more of its combined expertise. The automotive work shows how to begin: bring that expertise into a customer decision and connect it with the work that follows.