Virtual reality (VR) headsets were the kings of this year's Consumer Electronics Show in Las Vegas, generating heart-thumping excitement among video gamers itching for a truly immersive 3D experience.
On hand to demonstrate the much-anticipated technology, according to Bloomberg Businessweek, were more than 40 companies, "including Virtuix, Sphero, and Facebook's Oculus VR." At last year's show, by contrast, two dozen VR companies attended.
Less discussed, but perhaps more economically significant, is the likelihood that new VR technologies will soon revolutionize the ways in which employees are trained to do their jobs.
To date, all three branches of the U.S. military have deployed VR technology for flight simulations, battlefield simulations, battlefield medic training and even virtual boot camps. The healthcare profession has adopted VR to help train doctors in the identification and treatment of various ailments, as well as delicate surgical procedures. Pro football teams use VR to practice plays.
The auto claims sector may soon join the list of industries using virtual reality to prep the next generation of employees to work faster and smarter in actual reality.
An antidote for brain drain
The insurance industry is suffering from a well-known brain drain. Essentially, too few young people are arriving to replace those who are at (or nearing) retirement. Without some sort of intervention, a pronounced skills gap will open and then widen.
Needless to say, the growing shortage of qualified claims adjusters will leave a dwindling number of experienced minds to train new entrants either in person or through interactive online courses.
Often, the adjusters at insurance companies don't have the chance to visit on-site facilities to learn the features and functions of different makes and models. They don't learn how vehicles operate, about parts identification, about how to properly inspect a vehicle, or even where the parts are located on different cars.
Traditionally, most insurance companies sent only field appraiser trainees to such classes, not adjusters who would spend most of their time behind a desk. With low-cost VR, however, the training could also be made available to desk adjusters and other employees, broadening the breadth and depth of the insurer's in-house expertise.
Related: Making 'virtual learning' a reality
Virtual reality can be used to teach students about adjusting auto and property claims. (Photo: iStock)
Virtual 'hands-on' experience
Using VR cameras, a single trainer could film one comprehensive training session, on location, using multiple cars and/or trucks.
Trainees could attend the class in an office or their cubicles, using only a "Google Cardboard" headset and a smart phone — a rudimentary system that provides a fully immersive, 3D virtual reality experience for relatively little money.
With a cellphone connected to a VR headset, trainees would immerse themselves in a virtual world. They could be transported to the scene of an inspection, giving them virtual "hands-on" experience from a qualified instructor. This would significantly enhance the skills of the young adjusters, offering them an education in everything from parts identification and proper vehicle inspection to total loss conditioning, an education they might otherwise not get.
The technology also has other applications such as how to properly inspect a home damaged by flood or fire. There are numerous opportunities for using VR to bring immersive experiences to adjusters at their desks, helping them build their skill sets in ways that simply can't be done using 2D video on a computer screen.
The future of claims and adjuster training will be enhanced by modern techniques that have never been tried in the auto insurance industry. We all know that our industry is often slow to adopt new technologies, but with forward-thinking people — creative and innovative people — the future of claims adjusting could be very bright indeed. By adopting technologies such as VR, cognitive computing and modern technology platforms, insurers can ensure their viability for years to come.
Ernie Bray is the chief executive officer for Carlsbad, Calif.-based claims software company ACD Corp.
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Learn more about how technology is impacting the claims process at America's Claims Event (ACE), June 22-24 in Minneapolis, MN. From big data to customer service to fraud and litigation, this two-day networking and educational conference is designed for claims professionals. Register to attend and save $350.
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