Continuing the evolution of RSA’s digital claims platform
We're pleased to announce the expansion of our enhanced broker and customer claims portals powered by Guidewire ClaimCentre. Following the successful launch of Commercial Property claims in July 2024, brokers and customers can now log and manage new Commercial Motor claims through the portals.
The next few years will see RSA roll more lines of business onto ClaimCentre. This will enable brokers and customers to manage a wider range of claims more efficiently.
How brokers and customers benefit from using the ClaimCentre powered portals
The customer and broker portals offer several key benefits that are designed to make the Commercial Motor claims process more efficient and user-friendly. These features aim to enhance the overall experience by streamlining the claims journey and improving communication between brokers, customers, and RSA.
An end-to-end digital claims experience
The portals provide a fully digital experience for logging and managing claims. Brokers can log new Commercial Motor claims directly into the platform, upload relevant documents and videos, and track the progress of their claims in real time. This enables faster and more efficient claim handling.
Streamlined First Notification of Loss (FNOL)
The streamlined FNOL process allows brokers to quickly log claims with dynamic questioning that captures relevant information upfront. This helps speed up the journey, often reducing the need for follow-up contact with a claims handler.
Flexible 24/7 portal access
The portal can be accessed at all hours to log or track a claim, as opposed to being restricted to speaking with a member of our team during office hours. If you do happen to register a claim by phone, you can still get updates and view the claim via the portal and live chat.
Direct communication with RSA
Brokers and customers can communicate directly with RSA via notes and Live Chat within the portal. This real-time communication allows for quick issue resolution, better collaboration, and an enhanced customer experience, all within the same digital space.
Automated communications and updates on claim status (when you notify a claim and select updates via the portal)
You'll receive automated email or text notifications (depending on which you prefer) when there is an update to your claim. Additionally, the integrated supplier management tool allows you to view supplier information and receive updates directly within the portal. This means you stay informed about claim status and supplier activities, without the need for manual follow-ups.
Faster claim processing
Claims logged directly into the portals enable claims handlers to start working on them immediately. As the system captures the necessary details upfront, claims are processed faster compared to the previous claims form process. This helps improve the overall efficiency of the claims journey.
Vehicle repairer selection
For Commercial Motor claims, brokers can now select whether the customer will be using their own preferred repairer or RSA’s approved repairer network within the portal. This feature enhances the claims experience by giving brokers more control, and ensuring the repair process aligns with their client’s preferences.
Upload CCTV or dash cam footage
Video footage can be uploaded directly into the portal. This can help to support a claim, decreasing the need for various communication touchpoints.
Learn more with our how-to guides
We understand that adapting to new processes can feel daunting at first. But we've aimed to make getting started as easy as possible.
To help you get acquainted with the portal, we've created two comprehensive video guides:
How to make a new Commercial Motor claim in your broker portal
We walk brokers through the process of making a new claim, highlighting the key features and benefits.
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How to track and manage existing Commercial Motor claims in your broker portal
We demonstrate the tracking capabilities, showing brokers how to access and monitor claims.
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Portal guide (PDF)
We’ve also created a Portal PDF guide. This steps you through how to register for a new account, log in and make and track Commercial Motor claims.
FAQs
Brokers, if you still have questions about registering and using the Portals, you may find the answer in our FAQs.
All these resources are designed to help you transition smoothly to the new system, and maximise the benefits of the new Portals.
What’s next?
The roll-out of Commercial Motor onto our customer and broker claims portals is another significant step forward in our journey to outperformance. In the coming weeks, we'll continue to invite brokers and customers to explore the new portals for quicker, smoother claims.
Expanding these portals to cover more claim types demonstrates our commitment to delivering best-in-class service. It also helps us toward becoming the number one commercial insurer in the UK.
