Mobile device

Product Overview: Assurant’s Mobile Device Claims Warranty Technology

Assurant has been around for over 100 years under various names and iterations, and today is a global business services company providing risk management products and services. Business areas include a wide range of insurance products specializing in niche markets in the property and casualty insurance and extended device protection industries, among other areas. Specifically, this includes protection and support products and services for connected devices, auto and home, both for customers and their customers.

The company has Elita, a globally reusable, configurable and “plug-and-play” technology that enables rapid time to market, operational efficiency and scale, launched more than 20 years ago and regularly updated. Used in conjunction with the company’s new Dynamic Fulfillment platform, it enables repair and claim services for mobile devices and other purchases by mail, walk-in or in person, depending on what meets the better to customer needs. Insurance is an integral part of the equation, noted Biju Nair (pictured), executive vice president and president of Assurant’s Global Connected Living business.

“When you protect a device…it can be insurance that covers everything, including damage to a device, or loss, or loss and theft,” Nair said. “And when you have a cell phone, it’s very important, isn’t it? You could lose it in a taxi, or it could be stolen if you are travelling, you could drop it somewhere, break a screen and the phone will still be functional… insurance is part of the global business services we provide.

Assurant underwrites the policy in these cases and provides the technology to manage the claim, administer the policy, and then process claims quickly and efficiently as they arise, Nair explained.

Consider the Assurant T-Mobile customer, Nair noted, whose customers might have a mobile device/cell phone that needs repair or replacement.

“When you file an insurance claim, Dynamic Fulfillment takes over, and we’ll try to figure out what type of phone you have and what’s the most convenient way to get it fixed, or to have that claim filled out,” said Nair, “If your preference is that you want to go to a T-Mobile store, for example, you have 500 T-Mobile stores between service and repair wrapped up in an insurance claim and a procurement process, and we can direct you there.Or if you just prefer to get an advanced exchange model [process] done, we can take care of it.

Ingredients

Many technology components are in play to make this function work well, including machine learning and artificial intelligence to quickly process supply chain conditions or spare parts as part of the execution of a warranty/insurance claim. Recent updates have allowed the process to also include a home visit from a repair specialist.

The technology takes into consideration repair options, in-store, by mail or a technician visit, among others, as well as any problems with spare parts.

Consumers wishing to make an insurance claim, as in the case of a T-Mobile phone, would log on to the company’s site and file a claim, answering a few detailed questions about what happened and what were the desired repair/replace options. The customer receives a confirmation email indicating how to handle the complaint. If the choice was to take the phone to a local store, then that’s the next step.

“I can take this email, then I go to the store to say it’s an approved claim, and I’m here to get my phone fixed,” Nair said.

Feature added often

As Nair describes, the company’s customer satisfaction technology is updated often.

“We’re constantly optimizing it to improve the AI ​​engine to make sure we can better manage that customer experience,” Nair said.

One way was through another platform called Vision Tunnel. Launched about two years ago, it allows Assurant to process millions of mobile devices in its repair and refurbishment facilities each year, assessing them and scoring each device based on its physical condition. It is automated and able to quickly classify and identify specific device models, reducing processing time and improving accuracy compared to manual device inspection.

Tunnel Vision, he added, has also helped to boost claims handling significantly.

“You can think of it as this very fancy camera gear that our devices go through,” he said. “Every two seconds, it can take a picture of the device from top to bottom and very quickly determine its cosmetic condition.”