Internet and Wireless Communications Boost On-the-Spot Claim Services

    BOSTON--June 20, 2001--Sending vans out on the road to settle automobile claims on the spot is more complex than making sure there's enough gas in the tank. Today, it takes high-powered Internet technology and wireless communications to electronically link "claims offices on wheels" with the insurance company, Frank P. Arment, vice president of claims with Plymouth Rock Assurance Corp., writes in the June issue of Best's Review, a leading insurance trade magazine.
    "Technology enables superb mobile claim service that satisfies customers and agents while providing the efficiency of an all-electronic, paperless environment," he writes.
    When Boston-based Plymouth Rock started Crashbusters(R) in 1990 as the industry's first complete mobile auto claim settlement service, the vans were simply equipped with a cell phone, a desktop computer and a laser printer.
    Now the appraisers have laptop computers with software that helps them complete their appraisals efficiently and accurately. They use digital cameras to take photos of crash damage. All this information is saved in electronic format.
    While the mobile appraisers carry a compact unit that combines two-way radio, cell phone, pager and electronic messaging, the Internet is the heart of the communication network for mobile claims service. Appraisers e-mail completed appraisals and photos to the central claim office, where the claims staff have instant access to the information. This helps the company better serve both customers and agents.
    The Best's Review article also includes a sidebar on the how the Crashbusters service evolved from a fleet of vans to today's high-tech service.
    The full text of Arment's article "Claims on the Go," is available at www.bestreview.com/2001-06/tech_claims.html.
    Plymouth Rock Assurance Corporation (www.prac.com) is the 10th-largest writer of automobile insurance in Massachusetts, insuring more than 131,000 cars and represented by 130 independent agencies statewide.