SMS texting, drones expedite Kin's response to clients' claims

By Marian Johns | | Aug 7, 2018

Kin Insurance's latest technology for claims processing, which was put to the test during Hurricane Irma, has created a faster, more efficient way to begin the claims process after a natural disaster.

Kin Insurance was able to route customers' text responses into their policy administration system and claims systems.   File photo

Kin Insurance's latest technology for claims processing, which was put to the test during Hurricane Irma, has created a faster, more efficient way to begin the claims process after a natural disaster. 

Kin's use of Short Message Service (SMS) after Irma, which allowed them to send automated text messages to its customers, along with drones used to help report storm damage, tackled many of the problems with the communications challenges faced after a disaster. 

The company sent the messages to customers asking if they were OK and telling them they could use texting to start the claims process.

"In less than 30 minutes, we had received an SMS reply from more than half of our clients," Kin said in a recent article on its website. 

According to Kin, it was then able to route the customer's text responses into their policy administration system and claims systems to see which customers needed the most help. 

In addition, the company deployed drones to areas that were most at risk. This allowed them to have video and a photo record of damage, especially damage to roofs which was hard to see, so claims could get started and settled more quickly. 

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