Research reveals shift in AI attitudes

Solera Holdings has unveiled its consumer research whitepaper which reveals the changing attitudes towards digitalisation and automation in the repair journey, and what that might mean for suppliers.

The whitepaper uncovers the soaring trust in AI-driven claims and repairs and, as digital-first channels revolutionise how claimants manage their motor claims and repairs, it delves into the effects and how to prepare for the future of motor claims.

For example, half (49%) of consumers are now looking for fully digital, self-serve experiences and 43% prefer a hybrid model blending digital tools with human contact, leaving only eight per cent looking to keep the status quo.

Meanwhile, as more consumers change their insurance provider to one that offers digital claims technology, increasing numbers also suggested they would choose a repairer using AI to minimise the risk of error when carrying out work on their vehicle.

Bill Brower, VP industry relations, Solera, said: “Digitisation within the claims cycle is now an integral and expected part. Our whitepaper explores the rate at which consumers now proactively seek automated self-serve models that meet their needs for digital convenience, speed, and accuracy. Those implementing cutting-edge technologies like AI are sure to benefit from critical customer retention, efficiency, and resilience.”

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