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In automotive claims, the concept of self-service is evolving as consumers, particularly those of the Gen Y era, want to be positioned front and center—and in the driver’s seat—when it comes to having more control and better access to claims and insurance information. From allowing drivers to actively participate in first notice of loss (FNOL) with photos of vehicle damage, to letting them view the progress of their automotive repairs online, and offering Facebook integration for the insurance apps they use—insurers are unveiling a whole new world of technology innovation and self-service to vehicle owners today.

The driving force behind all of these advancements not only includes the ever-increasing need to improve the customer experience across the full lifecycle of the claim, but also the changing demographics of the marketplace and its impact on the way insurers do business.

From Steady Evolution to Revolution

The insurance industry enjoyed a dynamic, steadily evolving market environment through most of the 20th century. Ever-present risks, regional disasters and personal calamities would come in and out of people’s lives; yet, with careful planning and attention, policies were there to rescue the consumer from financial loss. Furthermore, the basic roles of service providers and customers remained relatively stable.

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