U.S. insurer launches smartphone app video appraisal service for auto claims

A personal lines insurer in the United States has launched a new video appraisal service for auto insurance claims, which policyholders can use through the company’s mobile app for the iPhone or Android smartphones.

The service from Esurance, the direct-to-consumer personal insurance company owned by Allstate, allows consumers to video chat in real-time with an Esurance appraiser to get their claim estimate immediately.

The new service is part of Esurance Mobile, the company’s free app.

According to Esurance, the service allows policyholders to “schedule a video appraisal at a convenient time for them, get an appraisal without having to leave their car in the shop and get their damage estimate and payment on the spot.”

During the appointment, the appraiser will show the claimant how and where to video the damage. To use the service, the consumer must have an open eligible claim, a good signal, a 4G LTE connection, and be able to conduct the appraisal in a well-lit area with access around the entire vehicle, according to Esurance.

The company says the new service eliminates the need for an appraiser to inspect the vehicle in person, saving the customer the time of scheduling an appointment and waiting for payment processing for their claim.

Following the appraisal, an Esurance appraiser could send an electronic payment to settle the claim, which would be faster than the traditional process, the company says.