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Is This the End of Insurance Adjusters?

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July 22, 2020—Solera, an information provider and software company, recently announced the launch of  Qapter, the company’s automotive claims workflow solution driven by artificial intelligence (AI).

Solera says its patent-pending AI-based technology will provide the industry’s only end-to-end solution for full digitalization of the modern claims workflow.

In order to build the product, Solera made significant investments into core machine-learning capabilities so that the company’s AI has the capability to detect damaged parts, determine the type and severity of damage, define appropriate vehicle manufacturer repair operations and create an estimate based on these pre-defined repair operations. 

“Automation tools improve the process of triage claims workflow, speed up reviews of damage photos, rapidly improve identification of total loss vehicles, and support identification of the next best action for repairable vehicles,” the press release read. “These capabilities all save time, speed up the claims process and shorten the life cycle of a claim for insurers, body repair centers, assessors and vehicle owners.”

Solera’s Qapter website says the system can automatically authorize up to 50 percent of claims and can reduce estimating costs by up to 50 percent. The system’s results can also be shared in real-time with a body shop, assessor and insurer.

In order to build a more robust AI software unencumbered by limited repair data, Solera was able to leverage its 300 million historical claims to build a solution with a high accuracy rate.

“Implementing AI will drive huge efficiency gains, but above all, the extent of such gains are determined by accuracy,” said Darko Dejanovic, CEO of Solera. “This accuracy depends on the quality, not just the quantity, of the data and images that are used to train the algorithms, as well as the supporting historical damage estimate. This historical data more thoroughly trains the algorithms, not simply on the repair itself, but also on the broader context of the damage.”

Wondering how it works? As an example, Solera’s image capture capabilities allow for initiation of a claim through a fully digital interaction where the customer provides images of vehicle condition and damage directly from their phone to the insurer or repairer, eliminating the need for face-to-face interaction.

To be clear, on its website, Solera does note that Qapter has a ‘human in the loop’ feature that allows for changes to be made at any stage for any job, which is then sent back to the AI as part of its continuous learning cycle.

The big takeaway here is the potential for Qapter, and similar technology, to eliminate both tasks and positions associated with the estimating process—such as insurance adjusters. 

It could even be of benefit to body shop owners, as the use of prior estimate data could act as additional proof or evidence that a certain operation or part is needed. 


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