13 September, 2016:
Rescue Lens, LogMeIn’s interactive mobile video support, has transformed the claims resolution service and decreased a typical five-day claims turnaround down to a single day - increasing customer satisfaction and reducing overall support costs.
Collecting the information needed to validate and settle claims can be time consuming – with more complex claims requiring a visit by an adjuster to validate damage or loss. Using a secure, live camera feed from a customer's mobile device, Rescue Lens allows Endsleigh’s claim agents to see and remotely assist with the claims process as if the issue were directly in front of them.
By extending the reach of the agents, Endsleigh is now able to settle certain low value claims at the initial point of contact by providing the ability to capture evidence immediately and validate claims without having to wait for evidence or a visit.
Simon Powell, Claims Operations Manager for Endsleigh, commented: “With a claim, we’re often asking customers questions over the phone to try to fully understand the incident circumstances. Rescue Lens has proved to be a simple and effective piece of technology that allows us to have an interactive conversation whilst seeing what the customer sees.
“Endsleigh is the first insurance company many of our student customers deal with, and it’s key that they have a positive experience so we can continue to offer them products and services in to their professional lives. Rescue Lens has proven to be the ideal tool for helping us deliver the kind of fast, convenient claims process our customers expect. We’ve already started using the technology in motor claims and we’re excited to see where this will take us in the future, across the business.”
Dave Campbell, Vice President, Customer Engagement and Support Products, LogMeIn, added: “Today’s connected consumer is continuously creating new challenges and opportunities for businesses who want to stay ahead of their competition. Heightened expectations to resolve claims faster and more efficiently is driving the insurance industry to look for innovative new ways to improve the claims process. Rescue Lens is helping companies, like Endsleigh, re-imagine how they approach their claims experience to meet customer requirements, boost satisfaction, reduce costs and create ongoing loyalty.”
Based on the revolutionary namesake feature in LogMeIn’s professional remote support product, LogMeIn Rescue, Rescue Lens gives companies, a way to let their customers use virtually any mobile smartphone camera to visually walk claims agents through an issue via live HD streaming video. This eliminates the need to rely on the untrained eye or second hand descriptions. As a result, it opens up an invaluable new customer service channel – one designed to significantly boost the overall customer experience while helping to speeding resolutions and reducing or even eliminating the need for costly onsite service.
About LogMeIn, Inc.
LogMeIn, Inc. (NASDAQ: LOGM) simplifies how people connect to each other and the world around them. With millions of users worldwide, our cloud-based solutions make it possible for people and companies to connect and engage with their workplace, colleagues, customers and products anywhere, anytime. LogMeIn is headquartered in Boston with offices in Bangalore, Budapest, Dublin, London, San Francisco and Sydney.
LogMeIn, LogMeIn Rescue, and BoldChat are registered trademarks and Rescue Lens is a trademark of LogMeIn in the U.S. and other countries.
Endsleigh is the trusted brand for student insurance, and the only insurance provider recommended by NUS. Originally founded in 1965 to serve the student market, Endsleigh has since broadened its products and services for graduates and professionals, as well as being the preferred insurance supplier for a variety of trade unions and professional organisations. The company offers a wide range of services including motor, home and travel insurance. Wholly owned by Zurich Insurance Group since 2007, today the company also offers a wide range of insurance products and solutions for both students, graduates and professionals, as well as being the preferred insurance supplier for a variety of trade unions and professional organisations. Products include motor, home and travel insurance as well as business insurance through Endsleigh’s Business team and financial advice through the Endsleigh Financial Advice team.
More information can be found: https://www.endsleigh.co.uk
For further information, please contact:
James Deacon – FleishmanHillard Fishburn
0208 618 2978 | 07525-223-924 | firstname.lastname@example.org
Rachel Veevers – Endsleigh Insurance
01242 866 196 | 07841-781-917 | email@example.com
Alison Parker - LogMeIn
+1-781-850-1261 / firstname.lastname@example.org