Pete Morowski, Executive Vice President, Products & Technology
Long known for its reputation as a safety-oriented automaker, Volvo has recently launched a connected service aimed at minimizing the stress drivers experience after an accident. The pioneering post-accident guidance service is entirely based on Accident Advisor, the mobile solution developed by Chicago-based CCC Information Services—a provider of software as a service (SaaS) vehicle lifecycle solutions. CCC’s innovative cloud, mobile, telematics, and hyperscale technology solutions support and connect the automotive, insurance, and collision repair industries.
More than 13 million auto accidents occur in the U.S. every year. Most of the time, drivers feel confused about what to do in the minutes following a collision and are left to deal with damaged vehicles, looming insurance claims, and various uncertainties associated with them. Volvo’s offering addresses this exact issue by thoroughly guiding drivers on the crucial steps to take immediately after an accident. No sooner a Volvo driver whose vehicle is connected to CCC’s Accident Advisor is involved in a crash, a signal is sent to Volvo’s call center. A customer care representative communicates with the driver to determine if emergency services such as an ambulance are necessary. Once drivers confirm they are uninjured and do not need any emergency service, a link can be instantly sent to their smartphone to open a web-based application. Powered by artificial intelligence (A.I.), the app prompts drivers to capture facts and photos of the accident scene. It also offers them the option to digitally notify their insurer and to search for collision repair shops, thus helping expedite claims handling, reduce repair cycle time, and better manage the overall post-collision process.
By comprehensively guiding customers through the post-accident process, Volvo can support them through one of the most emotional events of vehicle ownership, while ensuring cars are repaired to the automobile company’s stringent safety standards. Notably, the automaker is also the first adopter of CCC’s Accident Advisor. For years, Volvo has been immediately communicating with drivers and passengers as soon as a crash sensor is activated in their vehicle to accelerate the emergency response process. And now, with Accident Advisor, the automobile company has taken a step further to make customers’ life less complicated, effectively assisting them all the way from data gathering and insurance claim management to collision repair.
CCC Accident Advisor
Accident Advisor combines telematics, mobile, and artificial intelligence (A.I.) to provide the industry's first end-to-end collision experience for original equipment manufacturers (OEMs), insurers, and drivers. For participating telematics-enabled vehicles, crash data is transmitted to automakers in real-time. CCC instantly receives this telematics data from the OEM in question through the CCC X data exchange and converts it to actionable insights. OEMs can use these insights when they verify whether the driver and other occupants are safe and sound and then, at the driver's request, text a link to access the Accident Advisor app.
Further, the Accident Advisor app guides drivers through the initial steps of the post-collision process by providing an all-encompassing checklist of do’s and don'ts along with helping them thoroughly capture facts and photos of the damage. After documenting a crash, if their insurer is an Accident Advisor participant, drivers can directly file an insurance report through the app.
By receiving accident documentation from the policyholders with unprecedented immediacy and insight, insurers can significantly decrease their claim handling time and in turn, improve the overall policyholder experience. Along with Accident Advisor, insurers can also leverage the CCC Smart Claims suite to conduct fast and accurate virtual inspection using A.I. photos as well as heat maps. The CCC heat map technology transforms vehicle photos into heat maps, providing an accurate and more visually literate, color-coded view of the damage for every major vehicle brand and body type in the U.S., including sedans, SUVs, coupes, convertibles, vans, light trucks, hatchbacks, and wagons. From a consumer standpoint, in an era of ‘digital-firsts’ where consumers use their smartphones to direct their experiences, the CCC Accident Advisor mobile solution delivers tremendous value. In conjunction with other CCC offerings, it can even deliver text message status updates to affected drivers as their vehicles move through the repair process.
CCC One Total Repair Platform
The Accident Advisor technology is a natural extension of CCC’s core, which has always been about making it simpler for automakers, insurers, collision repairers, and part dealers to deliver important services when their customers need them the most. In fact, Accident Advisor enormously benefits from the powerful CCC ONE platform, which connects a vast network of more than 350 insurance companies, over 24,000 repair facilities, OEMs, part suppliers, and third-party data and service providers. CCC ONE is a hyperscale mature platform that leverages 30 years of data to support the entire automotive repair ecosystem. It combines strategic foresight, dynamic partnerships, and smart technology to help auto manufacturers, insurers, repair shops, and part suppliers reap maximum benefits of the data available to them and stay ahead of the competition.
CCC ONE for OEMs enables car manufacturers to create new experiences with their data—whether it is connected or not. The platform helps boost brand loyalty for vehicles and parts, create value across all business segments, develop new business models, and most importantly, promote both vehicle and driver safety. In addition to using telematics to re-imagine post-collision care and claims resolution experiences, CCC ONE provides OEM-branded scores, tips, and driver feedback to encourage safer driving. It automatically notifies repair shops about recalls at the point of service or repair to resolve issues faster and more effectively. To date, CCC ONE has enabled hundreds of thousands of recall notifications, thus upholding the mandatory safety standards. Furthermore, CCC provides customizable, end-to-end casualty solutions to auto insurers for the handling of first and third-party claims through its subsidiary, Auto Injury Solutions.
Injury Detection and Other Advancements
Nearly 200 million automotive claims in the U.S. have been processed using CCC products, and the company continues to enhance its capabilities to serve clients more effectively. Over time, CCC plans to integrate a number of new ecosystem participants as well as its proprietary injury detection technologies with Accident Advisor to further improve the overall post-collision experience for participating drivers. With the underlying objective of keeping drivers safe, informed, and in control in the moments following an auto accident, CCC Accident Advisor will witness continual advancements in the way it combines emergency services and checklists, guided accident documentation, and digital claims and repair services.
While Volvo is the first automaker to employ Accident Advisor, CCC believes its exclusivity won’t last long and that a lot more companies will announce services and solutions powered by Accident Advisor. The company is currently working with multiple OEMs that will most likely announce their connected safety offerings by the end of this year. Also, companies in the transportation ecosystem are increasingly partnering with CCC to provide holistic, connected safety experiences for their drivers. Many of the industry’s leading national insurers are committed to leveraging CCC’s accident resolution technology. Most of them are already on board with Accident Advisor, making it easier for drivers to file claims and arrange for repairs and eventually, streamlining and simplifying the entire post-collision process. With its collective set of smart, flexible, and intuitive solutions that make connected car accident data actionable, CCC is constantly endeavoring to bring modern technology to an experience that has not seen a lot of innovation in recent times.