Overview

Arnie's assessment booking tool allows assessments to be booked for internal assessors with greater visibility of assessors' capacity and availability. With a calendar-style booking tool available to users with appropriate roles, managers can rest assured resources are managed more effectively for both internal onsite and digital assessments. 

Current process: 

1. The insurance customer (member) lodges a claim
2. An assessor or repairer is allocated (manually or automatically) 
3. The insurer advises the member to call to book an assessment 
4. Claimant calls to make a booking
5. Claimant attends assessment booking at assigned location

Ideal future state:

1. The insurance customer (member) lodges a claim
2. An assessor or repairer is allocated (manually or automatically)
3. The insurer can book an assessment with an assessor immediately 
   1. Digital
   2. On-site
4. Claimant and assessor (if required) receive a booking confirmation
5. Claimant and assessor (if desired) receive a booking reminder
6. Claimant attends or completes assessment booking at the agreed location
7. The assessor marks the booking as attended/unattended (if on-site)

This change will provide an improved claims assessment experience for the insured member, and assessor, and reduce the number of delays and manual human intervention from all involved.

This will also provide greater visibility of bookings made, capacity available, appointments changed, cancelled, attended and not attended for both the insurer and repairer.

Example of Book Assessment calendar: 

* Green = Available, Blue = Vehicle Received (no updates) & Red = Booked

Changes required:

1. The insurer must provide rules for determining digital or on-site assessment to automate the assignment of assessments i.e. value-based, role-based, capacity-based allocations.
2. The insurer must also ensure leave and capacity of internal and outsourced assessors are maintained as designed in Arnie including leave management. 
3. The insurer must specify the preferred communications to which audience and which channels i.e. SMS and email for both claimant and assessor.

Details: 

Insurers can view the booking calendar from the ‘Edit Repair Details’ or ‘Allocate Repairer’ screens in the job. The booking requires Booking type, Job type and Select Repairer. The ‘Select Repairer’ field displays a calendar-style UI, displaying all jobs allocated to the selected repairer. The calendar shows 30-minute time slots for the user to select. The insurer may cancel or change a booking before the date. All assessment bookings and changes will be recorded in the job history. 

The following communications are sent by default when a booking is made: SMS and email a booking confirmation to the customer, SMS and email a booking reminder to the customer and SMS and email booking non-attendance to the customer and assessor.

The new booking functionality will expose new data to Datamart for reporting. This includes new bookings, rebookings/rescheduling and non-attendance, digital and on-site assessment types.

Opportunities

Although this concept is not designed specifically to enable B2C Assessment bookings, a future phase of implementation may provide this capacity to the end customer to self-manage bookings, cancellations and rescheduling of assessments. 

Repairers do not currently have the means to share the availability of bookings to individual insurers, however, if and when APIs are adapted to suit information transfer from repairers to insurers, a similar concept may be used to book assessments directly with the repairer.