Liveshare for Insurers: Faster Clarity on Insurance Claims

Claims processing requires speed, care, and trust. Customers want to know where they stand quickly, while insurers need to assess claims properly, control costs, and prevent fraud. In practice, this isn’t always easy. Many claims processes still rely on explanations over the phone, photos submitted after the fact, and multiple points of contact. This leads to delays, confusion, and sometimes even doubts about the completeness or reliability of the information.

Liveshare offers a practical solution for this. With Liveshare, an employee can view the customer’s camera feed in real time during an existing customer call. This provides immediate visual insight into the situation, without the customer having to install an app or start a separate video call.

Why Eye Contact Makes a Difference

Context is important when it comes to insurance claims. A photo taken after the fact often shows only part of the situation. Sometimes the scale, the surroundings, or the cause of the damage is missing. Moreover, during a phone call, the customer has to describe exactly what happened, which isn’t always easy.

By watching the live feed, an employee can ask specific questions right away. For example: “Can you zoom in a little?”, “Can you show the damage from the side as well?”, or “Could you show the serial number on camera?” This helps build a complete picture more quickly and allows the employee to better assess what the next step should be.

How Liveshare Works

Liveshare is initiated from within the existing customer interaction. The customer receives a secure link via, for example, SMS, RCS, WhatsApp, or email. Once the customer opens the link, the agent can view the customer’s camera feed. Meanwhile, the phone call continues as usual.

The employee is not visible to the customer. This makes the application accessible and user-friendly for both the customer and the employee. The visual session complements the conversation and is intended to provide clarity more quickly.

Faster assessment upon the initial claim report

One important area of application is the initial damage report, also known as the First Notice of Loss. In the event of auto damage, water damage, storm damage, glass damage, fire damage, or damage to personal property, an employee can immediately assess the situation.

This helps determine more quickly how severe the damage is, what information is still missing, and whether a repair order or follow-up action is needed immediately. In simple cases, this can eliminate the need for a physical inspection. In more complex cases, it helps to better prepare the claim before an expert is called in.

Remote expertise and triage

Liveshare is also valuable when specialized knowledge is required. A claims adjuster can remotely observe the customer, a mechanic, a repair technician, or another party on-site. As a result, an adjuster does not always need to be physically present to conduct an initial assessment.

For insurers, this can be particularly useful during periods of peak demand, emergencies, or situations in which a large number of claims need to be assessed quickly. The adjuster can provide live guidance, request that specific details be displayed, and immediately determine whether further expertise is needed.

Fraud Prevention Through Real-Time Verification

In traditional claims processing, photos are often submitted after the fact. This carries certain risks. Images may be outdated, digitally altered, or lack sufficient context.

Real-time monitoring strengthens the verification process. An agent can ask the customer to show the damage from multiple angles, highlight specific details, or show the surrounding area. This makes it harder to take information out of context and provides fraud and claims departments with greater certainty early in the process.

Support for identification and sensitive processes

In addition to claims for damages, Liveshare can also be used in processes that require additional verification. Examples include identity verification, payments, changes to personal information, death notifications, or suspicious account activity.

The employee can review documents, view additional information, and provide visual guidance to the customer. This can help with compliance, KYC processes, and reducing identity fraud.

Better customer support

Not every insurance conversation is about claims. Customers sometimes need help with forms, policy questions, healthcare claims, or digital onboarding. These processes can be complicated, especially when emotions or uncertainty are involved.

With Liveshare, an employee can follow along step by step and provide explanations. This makes the support more personalized and concrete. The customer doesn't have to figure things out on their own as much, and the employee can identify where the problem lies more quickly.

Privacy and Security

Liveshare is web-based and does not require the installation of an app. The connection is secure and can be configured in accordance with the organization’s privacy and data retention policies. By default, video streams are not saved, unless this is explicitly requested and configured.

This is important for insurers. Visual aids can add significant value, but must always comply with internal policies on privacy, security, and compliance.

Integration into existing processes

Liveshare can be used on its own, but it can also be integrated with existing systems. These include CRM platforms, claims management systems, contact center solutions, knowledge bases, and Identity & Access Management.

As a result, the solution can be integrated into the existing agent desktop, and employees do not have to work outside the normal process. This lowers the barrier to adoption and simplifies implementation.

The Value for Insurers

Liveshare’s strength lies primarily in its speed and simplicity. Within seconds, an employee can view the screen, providing greater clarity about the situation. This can lead to shorter turnaround times, fewer follow-up contacts, fewer physical inspections, and a better customer experience.

For insurers, this means that claims can be processed more efficiently, while the quality of assessment and verification improves. For customers, it primarily means they receive assistance more quickly and are less often required to provide the same information.

Conclusion

Liveshare makes claims processing more visual, faster, and more concrete. By observing the customer interaction in real time, insurers can get a better grasp of the situation sooner and provide customers with better guidance.

This makes Liveshare not only a tool for claims processing, but also a way to make customer interactions more personalized, efficient, and reliable.