The Company
In 1981, several French insurance groups, including MACIF, MAIF, and MAAF, created Inter Mutuelles Assistance (IMA) to offer round-the-clock human, medical, and technical support.
Inter Mutuelles Habitat (IMH) is a subsidiary of the IMA Group, established in 2007, to provide policyholders who have experienced home losses with comprehensive solutions for their insurance claims.
IMH operates as a remote service company, ensuring assistance, remote appraisal, and in-kind repair activities with a network of over 1,600 service providers in France.
The Challenges
Rising demand and changing expectations from customers meant that IMH needed to digitally transform its claims process to provide more efficient methods for its employees, while improving the experience for its customers.
According to IMH leadership, the company wanted to broaden its competence and its offers “by going to look for what we couldn’t see.”
The solution needed to increase their remote service capability and reduce the need for experts to travel on-site.
They wanted an effective method for capturing and analyzing visual evidence such as photos and video to support claims processing and documentation.
And IMH wanted a solution that quickly, simply and seamlessly integrated into its existing working environment.
“It’s not just a technical tool,
it’s also a tool for managing customer relations.”
– IMH
The Solution
IMH chose SightCall as its preferred visual claims solution for several reasons:
- Reliability – SightCall offered a reliable platform for remote video support, ensuring consistent and uninterrupted service delivery, even in low bandwidth areas.
- Advanced Functionalities – The solution’s advanced features, including photo capture, measurements, and localization, provided IMH with comprehensive tools for assessing and documenting damages.
- Simple Integration – SightCall seamlessly integrated with IMH’s current platforms, eliminating the need for complex integration efforts.
“I’m really happy, and you were able to see my damage straight away. I can go on vacation with peace of mind, without having to wait for an appointment with an expert in the field, which can take a long time.”
– IMH Customer
The Benefits and Outcomes
- Improved Customer Service – SightCall enabled IMH to qualify assistance needs, visualize damages, estimate claims, and manage disagreements more effectively. Customers appreciated the ability to resolve claims faster and avoid delays caused by waiting for in-person expert appointments.
- Enhanced Employee Efficiency – Although there were initial concerns and mixed reactions from employees about adopting video support, SightCall proved to be a valuable tool. Employees quickly recognized its benefits, such as enabling them to handle claims that would have been challenging without visual support.
- Conflict Resolution – SightCall facilitated better customer relations by creating a more human connection and encouraging meaningful exchanges. Conflicts were more easily resolved through SightCall, as the platform emphasizes the human dimension of communication over the technical.
IMH reported positive impacts from using SightCall, including improved case handling, shorter file duration, and smoother claims processing.
Future Opportunities
IMH envisions future opportunities to leverage SightCall technology, particularly by improving the process of visual documentation through photos.
Integrating SightCall with their CRM, Microsoft Dynamics, is an ongoing project to enhance agent adoption, improve photo management, and consolidate usage metrics in global reporting.
The aim is to continually enhance the quality of service, better understand policyholders’ situations, and streamline claims management processes.
Conclusion
By adopting SightCall as their video support solution, IMH successfully transformed their claims management process, providing more efficient remote assistance, more accurate damage appraisal, and improved customer service.
SightCall’s integration into their existing environment, combined with its advanced features, contributed to the company’s digital transformation and positioned them for future growth.
