ANA Seguros, a leading Mexico-based insurance company with more than 25 years of experience in the industry, has partnered with Bdeo, the Spain-based Visual Intelligence technology company, to streamline its auto claims management and policy underwriting processes.
ANA Seguros was the first partnership in Latin America for Bdeo, which now works with 28 insurers across Latin America, including nine in Mexico and more than 60 worldwide. The agreement with ANA Seguros was reinforced in 2023 to incorporate more of Bdeo’s services after achieving exceptional results.
Bdeo has helped ANA Seguros with a number of challenges involving the digitization of its policy underwriting processes to provide its customers with a more agile and satisfactory digital experience.
Bdeo also helped improve ANA Seguros’ claims management processes—specifically, the ability to estimate the costs of vehicle repairs quickly and provide immediate compensation to policyholders. Overcoming these challenges was particularly ambitious, considering that a claim adjuster’s average arrival time to a claim is 30 minutes minimum, and up to one hour.
Bdeo: AI covering the vehicle lifecycle
Bdeo developed a holistic solution for ANA Seguros to perform inspections, remote adjustments, live indemnity, repair work valuations, and glass damage management. As a result, ANA Seguros became the first insurance company globally to apply Bdeo’s Visual Intelligence technology across the entire vehicle lifecycle – allowing policyholders and claims adjusters to access any of these services directly from anywhere, whether on site or remotely.
Bdeo’s technology detects damage in images or videos of a vehicle, identifies damaged parts and the severity of the damage, and, depending on the case, can offer an estimate of the repair costs or policy recommendations.
An ANA Seguros adjuster can take images of the vehicle from their smartphone for indemnity management or payments. Then, Bdeo’s Visual Intelligence identifies the type of damage and its severity and then determines whether each part needs to be replaced or repaired. After this instant analysis, the adjuster can quickly offer an estimate to the involved party with full technical details and make the payment immediately if the proposed indemnity is accepted.
The results: Indemnity payments that used to take 3 to 5 days are now made immediately – meaning a better customer experience, increased productivity for the claims team, and a release of reserves that improves the company’s financial health.
DIGITAL DAMAGE ASSESSMENT
By streamlining damage evidence management with the increased accuracy of Visual Intelligence, ANA Seguros has also reduced the number of repairs in which add-ons are requested from 38% to 5% compared to other valuation platforms. This means that repair shops request fewer add-ons to the initial repair order, resulting in repair approvals in record time and saving both costs and time.
ANA Seguros has seen an increase in productivity, reducing claims valuation times by 40% compared to traditional tools. The time it takes to send estimates has also been reduced from 72 to 4 hours, and a significant impact has also been detected in lowering the average cost of repair, cancellations or returns on parts orders, and improving the cost-benefit for repair centers.
In the case of broken glass, Bdeo helps the glazier in charge streamline the repair process by allowing them to take and upload images to a portal to unify the visual information about the repair process (before and after). For ANA Seguros, repair authorization times have been reduced to less than half of previous times, with 100% of the glasswork claims being successfully completed.
Likewise, in the case of policy underwriting, direct and remote contracting by the insured through ANA Seguros’ digital channel has been promoted as an alternative option for contracting through brokers, generating a very agile and satisfactory customer experience.
“The key to the success of this collaboration has been the innovative spirit of ANA Seguros and their ability to integrate this technology into various use cases. We are proud to be able to work with them,” explained Julio Pernía, CEO of Bdeo.
“The goal that has always distinguished us as an auto insurance company is to provide the best service in the market to our policyholders, always offering them the most innovative and current tools. When we started this collaboration with Bdeo, we thought about how we could be there where our insured requires our support in the fastest time possible,” explained Jonathan Granados, National Claims Director of ANA Seguros.
“This is how ANA remote adjustment was born, the solution allowing us to provide support, advice, and solutions immediately to our policyholders via any smartphone in case of a claim, thus eliminating waiting times. But the story does not end with this achievement: we continue to develop processes that – with the help of Bdeo’s technology – give ANA Seguros the ability to provide our policyholders with a fully digital experience accompanied by AI for any claims adjustment processes, damage to glass windows, and valuations in repair centers and partial indemnities.
Undoubtedly, to be a pioneer in integrating AI across all of our claims processes required significant effort, which, together with Bdeo, we achieved to offer our policyholders the best possible experience. Today, the results have been worth it, and we continue working to provide better and new options for claims management.”
Both companies continue to explore new opportunities to innovate and improve their services in the future.
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