Saturday, December 1, 2012

Man Vs. Machine - The Future of Auto Claims


Sometime in the not so distant future, auto insurance adjusters will be challenged with a new type of loss. Man vs. Machine.

As if the adjusting profession isn't already stressed out with drivers arguing over an accident, what will happen when two self-driving cars collide with each other? How about when one vehicle is driven by a human and the other is self-driving? Did the machine malfunction or was it human error? When did the human switch to auto-pilot mode, before the accident or during the accident? Would people be allowed to use an auto-piloted vehicle should they become inebriated or otherwise incapacitated?

Besides those questions posed to the auto claims division, what about traffic violations? Is the driver at fault when the car is on auto-pilot? How about vehicles vs. pedestrians? These are just a sample of the questions that need to be clarified in order to keep the insurance claims department running smoothly. As technology rapidly advances, the insurance industry will have to address these questions sooner rather than later.

Innovative technology pioneers are beginning to fill test vehicles with computer sensors and communication systems which can navigate roads making freeways virtually accident free. Some will be communicating wirelessly with other vehicles as they are traveling along the roads and highways.

Herein lies a new area of claims and litigation. Will adjusters and auto damage appraisers have access to the "black box" systems in vehicles without first receiving the consent of the registered owner?

What can be done if the owner of the vehicle refuses to cooperate with the insurance representatives? These questions may further cloud the adjusting sector if information is not released and inspections of losses are delayed and unfinished.

Legally speaking, vehicle manufacturers could see liability shifted to them and away from the drivers, if the drivers claim the technology malfunctioned in the vehicle. The cost of analyzing the technology and crash data recorders might launch a completely new industry that enables companies and firms to work with adjusters to assist in accident investigations. This is currently in progress but most systems cost about $6000.00 and are not really cost effective for an average auto claim investigation.

The auto insurance claims sector is constantly changing and future adjusters will be confronted with new technology and decision making options. These individuals must be leaders who are forward thinkers and able to make intelligent decisions when faced with new and unusual circumstances in the auto insurance field.

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