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Car Sense

ERIE Enters a New Age in Claims

From smartphones to smart homes, the world around us is getting smarter. And ERIE is no exception.

It’s not just our opinion: Insurance Networking News recently named ERIE to the Five Hottest Carriers in Insurance Technology list.

Nowhere is the pace of innovation faster than it is in claims. Here are the ways ERIE is upping its game when it comes to handling claims—and how that ultimately benefits customers like you.

A little TLC goes a long way

In 2015, ERIE opened the doors to its state-of-the-art Technical Learning Center (TLC). In this 52,000-square-foot center, adjusters learn about the latest in automotive and building technologies by working on 14 vehicle bays and a three-story model home made from 400 different building materials.

Every ERIE claims adjuster (yes, every adjuster) takes courses at the TLC to gain exposure to a wide range of situations they’ll encounter in the field. In addition to completing the technical lessons, adjusters also learn how to help customers through an often stressful situation.

“We’re not just teaching claims adjusters how to be more accurate on estimating processes,” says Pat Burns, senior vice president, Claims. “We’re also teaching them how to best interact with customers, and to be Above all in Service® during the entire claims process.”

It’s a bird, it’s a plane…it’s a drone?

Drones, or unmanned aerial vehicles, are aircraft controlled by a “pilot” on the ground or by a preprogrammed mission. Previously, we reported that ERIE received approval from the Federal Aviation Administration to use drones to more safely assess property damage and conduct surveys and inspections.

Last fall, ERIE became the first insurance company to use a drone to inspect a homeowner’s damaged roof. (See a video of the inspection on ERIE’s YouTube® channel.) ERIE is continuing to look at ways to take advantage of this emerging technology, so stay tuned.

ITEL for better intel

Another high-tech tool adjusters now use is the ITEL Mobile Lab app. This mobile app lets adjusters instantly send a photo of damaged flooring, siding or roofing to a special lab for analysis. Within half an hour, a report comes back, letting adjusters know the specifications, replacement price and more
about a piece of damaged property. Insight from the app, combined with adjusters’ own knowledge, helps them make accurate assessments of damaged property.

Other tech tools ERIE claims adjusters regularly use include laser measuring devices for quickly and accurately measuring distances, moisture meters that detect the extent of water damage to a surface and a new and improved system for housing claims information.

Though the technologies differ, the goal of each of these innovations is the same: to provide better service to customers.

“All of the advances we’ve been making have a common thread,” says Burns. “They improve our customer experience from the standpoint of speed and accuracy, without losing the human touch.”

From drones to new smartphone apps, ERIE is stepping up its game when it comes to claims service. /blog/new-age-in-claims Erie Insurance https://www.erieinsurance.com/-/media/images/erieinsurance/erieinsurancelogo.png

ERIE® insurance products and services are provided by one or more of the following insurers: Erie Insurance Exchange, Erie Insurance Company, Erie Insurance Property & Casualty Company, Flagship City Insurance Company and Erie Family Life Insurance Company (home offices: Erie, Pennsylvania) or Erie Insurance Company of New York (home office: Rochester, New York).  The companies within the Erie Insurance Group are not licensed to operate in all states. Refer to the company licensure and states of operation information.


The insurance products and rates, if applicable, described in this blog are in effect as of April 2016 and may be changed at any time. 


Insurance products are subject to terms, conditions and exclusions not described in this blog. The policy contains the specific details of the coverages, terms, conditions and exclusions. 


The insurance products and services described in this blog are not offered in all states.  ERIE life insurance and annuity products are not available in New York.  ERIE Medicare supplement products are not available in the District of Columbia, New York and Wisconsin.  ERIE long term care products are not available in the District of Columbia and New York. 


Eligibility will be determined at the time of application based upon applicable underwriting guidelines and rules in effect at that time.


Your ERIE agent can offer you practical guidance and answer questions you may have before you buy.