One of the industry’s most enthusiastic early adopters of drone technology, Zurich Insurance saw that drones can get places humans can’t and get there quicker too.
So, when Zurich’s UK Chief Claims Officer, David Nichols had a personal roof damage claim, he was keen to see if drones delivered what he thought they did.
And here he gives us some insight from a unique perspective – a claims director experiencing the claims service firsthand.
As a claims director, you want to be pretty confident that your teams are delivering a top notch service and that the customer experience is always excellent but there is no greater test of your service than being ‘fortunate’ enough to experience claims services yourself. I have to say that everything was what I hoped it would be!
Anyway, the claim went smoothly but the bit I was particularly interested in experiencing was some new technology we have introduced to our claims service – drones.
We started using them because we thought it sounded like a great idea. Of course, the decision-making was more detailed than that but in essence, we have been looking for everything and anything that can speed up and smooth out the claims process for customers and drones seemed to be a simple, cost-effective way of doing that.
The obvious, immediate use is in claims where we can’t access the site such as in major floods or fires. Drones provide immediate access, but they also provide detailed imagery, measurements and a host of other data, putting our claims teams on the front foot.
It speeds up our processes and brings the customer closer to a clear decision, either way, in hours rather than weeks.
But there is an added benefit to using drones – customer engagement. The ability to share images of the damage with a customer and being able to explain next steps immediately provides reassurance and we are able to bring the customer into the claims conversation in a way we haven’t been able to before. Images provide the immediate truth of a situation.
More than that, this approach can also bring the customer’s knowledge of their business or property into play to help us allocate resources in the most effective way. For example, we had a factory fire earlier this year. By using the images captured by the drone, the client was able to indicate to us the location of their machinery, what parts of the operation were critical and what parts could wait. This allowed us to shape our response in a more informed and targeted way.
All of this makes using drones in claims a bit of a no-brainer for me. The clincher was when I experienced it for myself through a personal claim. My roof was damaged in the storms this year and obviously the extent of the damage had to be understood before the claim could go any further.
A drone was deployed within days of registering the claim. Within an hour of the drone being on site, I was shown imagery of the damage by the drone operator who then explained the next steps to me.
I did not have to wait for scaffolding to be set up or a cherry picker to be deployed. I was also brought into the conversation surrounding my claim at the earliest stage. It was fast, completely unobtrusive and I felt included in the process. Exactly the kind of experience I hoped drones would bring to our customers.
This is only scratching the surface though. Drones capture a huge amount of detailed data and I see no reason why this can’t be deployed more widely such as with the building estimation tools that we all use. Any process that can be automated to create a better customer experience has to be embraced.
And why stop at claims? There are obvious applications in a broad range of services, and we will continue to explore these. Imagine a process where we have the detailed drone data at policy inception stage and detailed drone data at the claim stage? Those data sets can ‘speak’ to each other, giving greater clarity, faster decision making and greater levels of transparency for all parties.
We can do that. The tools are there. As individual firms and as an industry, we just need to have the foresight and the confidence to use them to their full extent. What started as a “why not?” at Zurich is now a “where next?”.
“There’s a way to do it better – find it.” This quotation is widely attributed to the inventor and businessman Thomas Edison, but for businesses throughout the insurance sector, this has become an underlying mantra as they rapidly adopt new working practices and digital technologies during the COVID-19 lockdown. The long-term nature of such changes and the impact they may have on traditional means of doing business is still unknown but the speed with which the sector has responded has been widely praised.
When it comes to the new technologies being employed by insurers and brokers, most have been pre-existing services which were available but not utilised prior to the lockdown. From Zoom to Teams to the use of drone technologies, COVID-19 has encouraged the insurance sector, which has often contended with the label of being slow to innovate, to embrace new solutions.
Rebecca Jones (pictured above), owner and co-founder of the drone services provider, Iprosurv, noted that while, from a financial services perspective, insurance has lingered behind in terms of digitisation there is clearly new momentum. Insurance businesses are starting to embed tech processes into their business models, and this has evidently been accelerated by the lockdown.
“We’re seeing parts of the supply chain suddenly being forced to use tech services,” she said. “And previously they tended to be wary or apprehensive about these services or just to dabble with them as opposed to making them a fundamentally integrated process.
“It used to be a case of ‘we’ll try every other way we can do it first, and then we’ll adopt a tech perspective.’ [The lockdown] has been of benefit because the preconceptions about drones and tech in general have often been indifferent at best, and negative at worst, but now our clients have been in a position of being able to see what [these services] can really do.”
Jones outlined how Iprosurv, which is approved by the Civil Aviation Authority (CAA), is something of a pioneer in the drone services sector in terms of its insurance applications. Since its start-up in 2014, the business has seen dramatically increased demand for its drone inspection services and a definite uptick in the market in terms of adopting this technology. Iprosurv’s national network of individual commercial operators deploy drones on demand throughout the UK and offer a variety of services from damage assessment to risk management analysis.
The drone is the ‘tool in the box’, she said, capable of quickly capturing data and digital imagery which can be analysed to form a report. The range of applications of these technologies is vast and, for clients during the lockdown, this is an opportunity to explore alternative solutions so they have the data necessary to progress their claims or create risk management surveys on certain structures.
At the beginning of the COVID-19 crisis, Iprosurv worked with the CAA as it identified that it would need to make site safety assurances and implement changes to the ways in which it communicated with its clients. There is some apprehension from a policyholder’s perspective regarding people entering their property during COVID-19 as they may be self-isolating, and so the hands-off approach has been useful.
By ensuring that all contact regarding an inspection is carried out prior to the site-visit, she said, the business is able to ensure that drone pilots operate in sheer isolation, and that there is no interaction from a policyholder’s perspective and minimal contact with the associated site.
“One of the biggest challenges that we have is getting people to dip their toe into new services,” she said. “There has been a little bit of apprehension in terms of what drones can do and what data will be received and whether or not it will be good enough. But what we find is that once clients have used the technology, they like it and their feedback is amazing and they are asking themselves why they didn’t use it sooner.
“It’s difficult to find positives out of this pandemic but as a digital and tech-enabled provider, this crisis has forced the industry to embrace and experience new technologies and the way they can help the customer experience and how, from the customer’s perspective, these solutions can help facilitate faster and more enhanced decision making. That is a real positive and I would like to see that the industry as a whole really embrace tech moving forward.”
If you had asked a farmer five years ago how they use drones to manage their land, they would have given you some very puzzled looks.
Today, however, most agriculturalists are thinking about using them.
After all, drones offer the promise of precision agriculture, in which micro-level data is gathered to enhance decision-making. Which farmer wouldn’t want to know exactly what their crops need at any given moment: the amount of water, quantity and formula of fertilizer, or type of pesticide?
Unmanned aerial vehicles (UAVs) are quickly becoming indispensable tools for farmers who want to be more efficient in the field and make better-informed decisions. As a result, agriculture is now one of the fastest-growing markets in the commercial drone industry.
Over the past few years, a burgeoning ecosystem of ag-specific drone solutions has emerged to put aerial data to work in new and exciting ways – from detecting crop damage to analysing stand counts.
Speed is often of the essence in farming, with diseases and invasive species capable of spreading quickly. A small problem could turn into something much more serious in the days – sometimes weeks – it takes to schedule and process imagery from a manned aircraft or satellite.
The rapid deployment capability of drones, however – plus their range and speed – mean farmers can get a high-resolution map of their land in a matter of minutes.
What we can do for you
Iprosurv has a network of specialist drone pilots around the UK and can provide you with agricultural reports to help maintain your land. Our drones can collect information such as:
Overall crop and plant health
Land distribution based on crop type
Detailed GPS maps of crop areas
Put simply, we can help you maximise your land and resource use and determine the best planting locations.
From crop monitoring and planting to livestock management, crop spraying, irrigation mapping, and much more, our high-tech drones can help you improve yields, save time, and make decisions that will contribute to the long-term success of your farm or agriculture business.