With the increasing digitalisation of society, the insurance sector is undergoing significant transformation. One of the most notable changes is the shift towards online claims processing, which is reshaping traditional workflows.
To adapt to this evolving landscape, insurers must embrace innovative solutions, with digital evidence tools playing a key role in streamlining claims management, especially the digital record tools.
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The digital shift in claims management
The rise of online claims declarations
Historically, interactions between insurers and policyholders during a claim relied on paper-based exchanges. However, more insurers now allow clients to report claims online via dedicated portals or mobile applications. This digitalisation of the process meets the growing demand for simplicity and speed among policyholders.
The shift towards digital claims processing spans all demographics and was further accelerated by the pandemic, which necessitated remote interactions. A 2021 study by Deloitte[1] on the French insurance market found a 10-point increase in the use of insurer websites and mobile client spaces for claims management. Additionally, 70% of policyholders expressed willingness to manage claims of less than €1,500 online, and 50% were open to handling claims up to €6,000 through digital channels.
New challenges for insurers
While digital claims processing enhances customer experience, it also requires insurers to rethink how they handle cases remotely. The challenge is to efficiently collect all necessary supporting documents (accident reports, invoices, photos, etc.) to accurately assess the circumstances of the claim and determine compensation.
This digital transformation demands major shifts in processes, tools, and workforce skills. Claims management teams must become proficient in digital technologies and learn to how to communicate efficiently with policyholders through online channels such as chat, video calls, and email. And the need for adaptation of the insurance sector is coupled with high expectations for responsiveness and service quality.
The essential role of digital proof in insurance
In this new paradigm, the importance of reliable proof is fundamental. Insurers must support and advise clients, particularly when disputes arise over liability or damage valuation. They are expected to maintain impartiality by collecting verifiable evidence to best protect policyholders’ interests and validate claims without always requiring an on-site expert.
Using secure and reliable solutions to gather and store evidence at every stage of the claims process is essential. This is especially key in cases involving third parties, such as road accidents, water damage, or theft, where documented proof is vital to establishing facts and assessing losses.
Mobile reporting: a modern alternative for claims management
The emergence of mobile reporting solutions
To address the need for seamless and secure digital proof collection, innovative solutions like mobile claims reporting have emerged. One example is Evidency’s mobile report solution, designed to help users easily and independently document infractions and claims.
How Evidency’s official mobile report works
The process is straightforward: users log into a dedicated platform via their mobile device to complete a step-by-step record. An intuitive interface guides them through collecting key evidence, such as timestamped and geolocated photos, and other essential information for building a strong evidence file.
Enhanced legal value with Qualified Timestamping
Every piece of evidence is automatically recorded and authenticated using qualified electronic timestamping and electronic seals. With just a few clicks, users can generate a comprehensive and tamper-proof report, which can be sent directly to insurers or used as legal proof in case of a dispute.
This electronic timestamping technology complies with the European eIDAS regulation, ensuring the collected evidence holds strong legal value. This provides an essential layer of legal security for both insurers and policyholders.
Expanding use cases in the insurance industry
One of the main advantages of digital proof collection is the ability to create a strong, readily accessible case file from anywhere.
For example, in cases of water damage in a home, a policyholder can quickly document the damage using their smartphone. Timestamped photos can provide precise evidence, including serial numbers of damaged appliances, enabling insurers to process claims and issue payments more efficiently.
Digitalisation for greater simplicity and transparency
A simplified and secure claims process for policyholders
Beyond legal guarantees, online reporting tools offer multiple benefits for both policyholders and insurers. For policyholders, it enables remote claims filing without the need for in-person visits or appointments. This saves time, reduces costs for insurers, and ensures equitable treatment regardless of location.
Online reporting also eliminates geographic disparities in accessing services from bailiffs or experts. No matter where an insured event occurs, policyholders can access quality services to assert their rights and receive compensation promptly.
Increased efficiency in claims processing for insurers
For insurers, digital claims processing boosts productivity and efficiency. By automating the collection and verification of evidence, teams can focus on higher-value activities, such as assisting policyholders. This leads to significantly faster claim assessments and settlements.
Strengthening trust and transparency
These tools also help combat fraud. The use of timestamping and electronic seals significantly reduces the risk of falsified claims, allowing for immediate detection of any anomalies or modifications.
Beyond fraud prevention, mobile reporting fosters trust and transparency between insurers and policyholders. By enabling users to track their claims in real time, digital solutions create a sense of empowerment, enhancing the overall customer experience.
The future of digital proof in insurance
A growing trend driven by technology and regulation
Digital reporting tools are emerging as a credible alternative to traditional claims management models. Their rise underscores the increasing role of digital technology in insurance claims processing—a trend expected to accelerate with ongoing technological and regulatory advancements.
Evidency has also developed a certified recording solution for online violations, such as commercial defamation, copyright infringement, and counterfeiting.
With continuous improvements in electronic signatures and qualified timestamping, today’s solutions offer an exceptionally high level of reliability with increasingly secure certification mechanisms.
New opportunities for insurers
For insurers, proactively integrating these innovations into their digital strategy is key. Beyond immediate operational efficiencies, digital proof tools open new possibilities for use cases and service offerings.
For example, in maritime transport, shipping containers are increasingly being connected, allowing them to detect temperature changes that may compromise goods such as pharmaceuticals or perishable food. Qualified timestamping ensures data integrity and provides precise timing of incidents, allowing insurers to compensate based on the exact market value at the time of loss.
This evolution has the potential to redefine the insurance industry, fostering new business models and market players. Platforms like Evidency serve as trusted third parties, orchestrating end-to-end digital claims management.
No matter how these changes unfold, one thing is clear: the digital transformation of claims management is inevitable. Insurers must embrace these advancements now to drive innovation and secure a competitive edge in the evolving insurance landscape.
[1] https://www.deloitte.com/fr/fr/Industries/insurance/research/barometre-sur-le-marche-francais-assurance-2021.html
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