CCC Intelligent Solutions
The Pace Of Digitization

Nearly $300B in auto premiums are written every year in the United States, with one in every three dollars (or $200B) paid to resolve more than 20 million auto claims. This is big business and it’s directly tied to an increasing number of external factors that impact millions of people on a very personal level.

Many factors underpin why the claims process is so complex. For one, vehicles are becoming increasingly more sophisticated. Newer models include as many as 30,000 parts, 100 million lines of code, 70 computer systems, and 150 electronic sensors. Experts project that by 2030, an average car will include 300M lines of code.

Secondly, resolving an auto incident requires hundreds of decisions across multiple parties and stakeholders in order to bring the consumer back to pre-accident condition. This includes insurance carriers, collision repairers, car manufacturers, parts suppliers, lenders, medical providers, and more - all coming together and working seamlessly.

Third, many companies still rely on legacy systems and manual processes to deliver claims resolution. This can lead to inefficient claims processing and poor customer experience. Today, more than 1 billion days elapse each year between when auto claims are opened in the U.S. and when they are closed.

Using its cloud-based SaaS platform, AI, and advanced technology, CCC is digitizing the P&C auto insurance economy. Through deep connections with insurance companies, repair facilities, car manufacturers, and others across the ecosystem, CCC is enabling a claims process that results in faster resolution and better customer satisfaction.

Creating Unique, Cohesive Experiences

At its core, the CCC Cloud connects the vast ecosystem of providers involved in resolving claims for drivers. Leveraging cognitive AI-based technologies like machine learning and natural language processing, CCC’s solutions help stakeholders digitize their workflows and improve operations through data driven actions and insights.

“Our solutions bring the whole automotive insurance ecosystem together,” says Shivani Govil, Chief Product Officer at CCC Intelligent Solutions. “Our mission is to keep people’s lives moving forward when it matters most. We do this is by making claims processing seamless for everyone involved. We aim to deliver a personalized, intuitive experience to the policyholder who is dealing with a traumatic event.”

The company improves auto claims processing by focusing on three core areas: intelligent digitization, connected ecosystems, and seamless experiences.

Intelligent Digitization

With the increased use of technology across all facets of life from ordering food to online entertainment, consumers yearn for better experiences, especially after an unsettling event such as a car crash.

In the past, when a vehicle was damaged during an accident, insurers would send out an appraiser who would start with pen and paper to produce a repair estimate. These manual steps could often start with - and set the tone - for delays throughout the entire process.

In the last several years, companies have been making progress on adopting technology to offer consumers digitally enabled experiences. The pandemic created a forcing function to further accelerate the pace of digital adoption. Providers across the industry needed to put digital solutions to work because they could no longer have an appraiser go out and meet someone to evaluate the damage on their car. Similarly, people were hesitant to go visit a repair facility in person to get a damage assessed unless they had to.

CCC built and delivered mobile photo capture and AI powered estimating tools that equipped insurers, repairers, and consumers with the technology they needed to move to a fully remote claims experience overnight. In 2020 and 2021, CCC reported that photo-based estimates and AI-supported claims expanded at a record pace exceeding double-digit growth. The company’s research also shows that more than 80% of consumers prefer a mobile channel for their claim interactions.

More recently, CCC has taken photo- and AI-based estimating to a new level with its CCC Estimate-STP tool. The first-of-its-kind offering, this tool automates the entire estimation process. Photos and AI are used to assess vehicle damage, identify the year, make, model of the vehicle, and develop line-level estimates within minutes, providing detailed information about parts, labor, local taxes, and other services needed to complete the repair. It ties the vehicle damage information with insurer specific rules to automatically calculate the extent and cost of repairs. Using this technology, certain types of claims can be processed straight through with low or no touches by a human, reducing cycle time, and elevating the customer experience.

Carrier-to-carrier connections and interactions are another important element of claims resolution. CCC’s AI-powered subrogation management solution analyzes the details and evidence of the accident through machine learning algorithms, natural language processing, and insurer rules to increase accuracy, lower cycle time, and improve outcomes. Missed opportunities in subrogation amount to billions of dollars in administrative costs due to similar discontinuities and inefficiencies that have plagued other processes across insurance. Through data management, AI, process reengineering and other modern technologies and methods, insurers can better monitor for subrogation opportunities throughout the claims process and tap its hidden potential to mitigate the economic burden of claims.

“In addition to carriers, we are extending intelligence to repair facilities and other providers within the ecosystem, which ultimately makes for smarter, more intuitive and personalized experiences for consumers,” Govil notes.

CCC’s efforts to deliver intelligent digitization through AI and other advanced technologies is helping redefine how insurance and repairs happen, ushering in a new era of straight-through processing. USAA and 10 other top U.S. insurers are using CCC’s industry-first touchless estimating offering. Earlier this year, the company reported that nearly 100 insurers used their AI-powered solutions to help process more than 9 million auto claims through 2021.

Connected Ecosystems

Another pillar of CCC’s services is a connected ecosystem. By digitally connecting the service-provider network, CCC enables the seamless orchestration of hundreds of activities and decisions to bring a consumer back to pre-accident condition.

For example, if the car is repairable, they need to find a repair facility. If the car is not, the vehicle needs to be routed to a salvage yard. And, in the event of a total loss, there is a need to connect with the lenders to pay off the lien, resolve lien and title, get signatures and enable to owner to find a new vehicle.

Within each player across the ecosystem, there are further network connections required. For example, collision repairers need to connect with parts suppliers, car manufacturers, diagnostic providers and many more. CCC’s repair workflow platform enables these valuable connections. Pertinent information such as diagnostics scans, calibrations data, and replacement parts, are available to simplify operations for repair facilities and improve their ability to deliver complete, quality repairs in a timely manner.

Seamless Experiences

Underpinning everything is CCCs focus on helping clients render a frictionless experience to their policyholders. From first notice of loss to claim resolution, the platform makes a traditionally complex process easy.

According to Govil, “CCC enables experiences designed for personalized, intuitive, and guided actions based on end user personas. We want to enable choice in terms of a user’s preferred channel be it web, mobile or text, for example.”

CCC’s solutions extend beyond vehicle damage to also cover physical injury, leveraging auto estimatics data to support better casualty outcomes. These tools have gotten very good at understanding the physics involved in an accident, which can be used to better understand the extent of bodily injury and assist with faster resolution. For example, using estimatics data, the velocity and angle of the accident can be used to better understand the kind of injuries a given passenger might sustain and potential severity. This allows insurers to be more proactive in their response and allows for more efficient claims management and deliver a comprehensive, configurable experience from injury identification to treatment analysis and may extend to payment.

Our mission is to keep people’s lives moving forward when it matters most. We do this is by making claims processing seamless for everyone involved. We aim to deliver a personalized, intuitive experience to the policyholder who is dealing with a traumatic event

Beyond developing an industry-leading platform that enables more seamless claims management across the ecosystem, CCC puts acute emphasis on people and technology innovation. “Our cloud platform employs cognitive tools and the latest technologies to deliver meaningful value to our clients,” says Govil. “The company invests more than $100 million in R&D and funds an innovation lab where new products and ideas for enhanced customer satisfaction are developed and tested.”

According to Govil, CCC employs hundreds of data scientists, engineers and product development experts with strong experience across many verticals, including computer vision, operations, research, and data analytics. To date, CCC’s solutions are speeding up critical decisions across the expansive claims experience and can help reduce the average cycle time of claims processing by more than two weeks in some instances.

CCC’s commitment to innovation and value has translated to a large customer base of more than 300 insurers, a network of more than 27,500 repair facilities, thousands of parts suppliers and medical professionals, and collaboration with 12 of the 15 largest automakers. An instance that highlights the efficiency of CCC in streamlining claims processing is told through a recent case study with Allstate, which includes assisting customers in finding a repair shop. Prior to engaging with CCC, Allstate’s appointment scheduling process was cumbersome, with customers waiting for days before they could take their vehicles to a repair facility. CCC’s shop scheduling solution enabled Allstate to help their customers to schedule appointments to get their car fixed within a day of the incident, all without having to leave the Allstate app.

For its impactful services and innovative solutions in the automotive insurance industry, CCC has won many awards and accolades, including the Edison Award in the Innovative Services category and a BI Stratus Award recognizing its robust cloud platform and more. With decades of modernizing the automotive insurance industry under its belt, CCC continues to stay on the leading edge of innovation to enable more digitization across the P&C insurance economy for a seamless and connected customer experience.