Auto insurance provider Etiqa recently launched e-Cleva, or Etiqa Claims Express Video Assist to aid the fast-tracking of vehicle insurance claims processes. As the name suggests, E-Cleva employs communication via video calls for customers to immediately interact with its claims consultants in the event of damage to one’s insured items.
The system requires a smartphone, and supplements the conventional tele-conversation method between the claimant and the consultant with an added visual component, aiding in the process of assessing the damage incurred to the claimant’s property. The e-Cleva service is operational Mondays to Fridays from 8:45am to 5:45pm.
Supported on iOS and Android devices, the system is powered by SightCall, the firm which provides real-time video interaction solutions for enterprises. To make a claim, the user first has to call 1-300-88-1007, and he or she will be given a secure link via SMS to download the e-Cleva app in order to begin the process.
Once downloaded, the user will interact with a claims consultant via video call, and the customer can then show the consultant images of his or her vehicle and the extent of the damage incurred. To assist, the app will grant the claims consultant access to certain functions on the customer’s phone such as the camera, flashlight and drawing tool, in order to assist in photographing the vehicle involved.
For privacy concerns, the app has been set up so that the claims consultant can only see a live view from the customer’s camera feed, and not from the phone’s image gallery. The consultant will however be able to take photos remotely for the claims procedure, and once the photographs are deemed satisfactory, the customer will be required to give their signature via their touchscreen to confirm.
There are two tiers to Etiqa’s panel of approved repair providers; the standard tier, which allows claimed values of up to RM5,000 to be approved without the insurance adjuster’s inspection of the claimant’s vehicle, and the Premier tier, which allows Premier-rated repair providers a similarly fast-tracked authority for claimed values of up to RM30,000. There are currently 33 Premier-rated Etiqa repairers nationwide.
In both cases, claims within the stipulated limits are typically approved within 30 minutes upon receipt of the vehicle’s repair estimate. Claimed values which are higher than stipulated will require the inspection and approval of the insurance adjuster.
The e-Cleva service is an instrument of Etiqa Own Damage Deras, the company’s effort towards expediting their customers’ claims processes in minor, single-vehicle incidents, where there is no third party road user involved. With this mechanism, 17,972 car claims have been approved in less than 30 minutes on average since 2017, the company said.
Since e-Cleva became operational in May this year, 87 such cases were given claims approval, also in less than 30 minutes on average. There is no rigid upper limit on the value that can be claimed from Etiqa, the company said, adding that Etiqa automobile insurance coverage is no longer limited to specific named drivers; anyone operating the insured vehicle at the time of incident will be covered.
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etiqa customer service is very bad… called their line many many times and take very long time to pick up the call.