In an effort to combine customer service with back-office efficiency, Charlotte, NC-based Royal & SunAlliance USA (RS&A, $899 million in written premium) has signed a five-year contract with eAutoclaims (EACC, Palm Harbor, FL) as part of the carrier's launch of RoyalCare CarPort, an Internet-based auto claims management system.
"eAutoclaims is selling us the nuts-and-bolts management of body shops, and the technology to facilitate their use with our staff appraisers," says Rick Morgan, first-party claims executive, Royal & SunAlliance.
EACC will power Web-based services linking R& SA's claims management system and appraiser force to a network of more than 2,400 auto repair shops, managed by EACC on a fee basis.
During the first phase of the solution, in pilot at R&SA's Elmsford, NY, office at press time, claims staff will use the application to offer 20 repair shop options to customers based on ZIP code.
The carrier plans to have the system rolled out to approximately 30 offices by mid-year. The second phase of the implementation will allow agent and customer self-service through the Web by the end of the year.
Anthony O'Donnell has covered technology in the insurance industry since 2000, when he joined the editorial staff of Insurance & Technology. As an editor and reporter for I&T and the InformationWeek Financial Services of TechWeb he has written on all areas of information ... View Full Bio