Choose Cobalt for shorter claims cycles and better commercial outcomes in motor claims
Cobalt is a modular solution for first and third party motor claims management that combines expert people with data science, machine learning and AI to drive efficiency and cost reductions, whilst achieving a smoother customer journey and better claims experience.
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First Notification of Loss
We strive to achieve a very high level of first call resolution in all of our solutions. Whichever route a claim comes to us, through FNOL or via any other means of notification, we will triage and assess the customer requirements in call, using decision support tools, and our integrated supply chain to put the claim straight on to the right track.
Reducing customer anxiety
The human touch is an essential component in our motor claims handling. We understand customers are in crisis when they’ve been involved in an accident and the reassurance provided by our team, backed up by the latest technology developments brings a fast and efficient resolution.
Innovative claims management technology
Our claims system drives a consistent process for every claim based on our unique customer triangle concept. Whether our claims handlers work on a niche claim or a high volume scheme we provide the same bespoke, high quality service.
Connected supply chains
Careful selection of supply chain partners, coupled with integrated systems provides a common platform from which work is scheduled in call. This also provides a single view of each claim enabling our team to manage progress and keep all parties informed.
We represent your brand with a white label service that is controlled exactly through our bespoke claims management system. With technology providing the correct claims process flow, no matter the complexity of the variations and scheme rules, our expert people focus only on identifying your customers’ needs and ensuring the correct services are deployed immediately.
We manage in excess of 7,000 telematics claims each year from many different providers. We have honed our own claims handling methodology and coupled with automated decision making capability achieve an efficient, yet customer focussed approach.
Accident Damage Management
An innovative and data-enabled solution complemented by a best in class integrated supply chain to manage accident damage in a way that is not currently done in the market.
Flexible deployment options
For convenience, smaller repairs customers can utilise the less expensive mobile or midi repairers, depending on their location.
Centralised common platform
All suppliers have visibility of claim status and progress, avoiding miscommunication and reducing delays.
Technology-enhanced expert validation
Image recognition software assess the damage and validates against our in-house damage assessment tool, and in-depth assessments model the salvage potential for total loss utilising extensive vehicle data.
Accurate decision making
Backed up by data science and engineering with technology-driven second line checks, we ensure the right decision is made at the right time.
This is a holistic approach, using information more intelligently up front to work more efficiently and reduce your overall liability spend. Our solution combines our expert people with damage assessment tools, data science and in-call engineering to achieve an optimised customer journey.
Our approach is defined by the 3 D’s:
We make the right decision at the right time.
We deploy customers into the correct track.
We proactively manage our supply chain and deliver results in the first call.
Making fast, accurate decisions is key to preventing delays and errors in accident damage. Cobalt ensures every job is correctly allocated from the start. 85% of claims are deployed into the correct track within the first call, with the remainder allocated within an hour, following a desk top engineering assessment.
By carrying out engineering pre-allocation total losses are identified before any money is spent. This shortens the time taken to settle total losses but can also ensure total loss can be avoided if necessary.
Total Loss Management
Using the data led assessment of vehicle damage developed as part of our accident damage solution we can provide a market leading approach to total loss management.
Frictional costs removed
As much as 20% of vehicles go to repair before being assessed as total loss. Cobalt makes the right decision first time removing unnecessary costs of administration, replacement vehicles and storage.
Total loss avoidance
Through enhanced vehicle valuation data, utilisation of OEM total loss avoidance programmes and repair over replace strategies Cobalt can reduce total loss and retain the policyholder.
Best salvage return
Our data led decision model incorporates SureTrack best salvage modelling looking at a breadth of salvage options available to the specific to accurately identify the total loss tipping point for each vehicle.
Cobalt provides a comprehensive total loss management solution which calculates the best salvage return for the specific vehicle, along with market valuation data to see the true tipping point for total loss, and allow a decision regarding proceeding with repair to be made immediately, in call. It provides significantly better insurer outcomes and a much improved customer journey where uncertainty is removed.
Third Party Capture
Our third party capture solution uses skilled operators and decision support tools to provide a rapid, compelling and customer centred proposition for both bodily injury and accident damage which significantly lowers third party claims costs.
Outbound contact expertise
We prioritise leads received by intelligent criteria to drive increased capture rates such as time since incident, identification of best time to call and severity of accident.
Our expertise in liability assessment, triage and customer service combine to achieve a high degree of success in third party assistance services.
Decision support tools for both bodily injury and accident damage ensure we accurately assess the service most suitable for the customer helping to keep the claim on track.
Our approach to first call resolution is just as applicable in third party capture and assistance. Assessing the customer needs accurately in call provides certainty for the third party, creating commitment and reducing leakage post-capture. This in turn produces a shorter, cleaner claims journey.
Bodily Injury Intervention
Our established injury capture process is aligned to your ethos. We conduct targeted capture based on confirming the extent of injury and aim to prevent represented cases. Our injury severity scoring tool was developed in-house and is utilised to support decision making at our first contact with the third party.
Nuanced questioning and light triage techniques from our expert people ensure only genuine injuries are captured. We will retain the customer in the rehabilitation process and present a completed case to you for a settlement decision.
Accident Damage Intervention
Using the same data supported triage that we use in first party accident damage claims we can quickly and accurately put a third party claim on to the right track. This certainty and confidence in our service increases capture rates. The assessment of vehicle damage, recovery and direct hire can all be deployed within the first call.
This is a very compelling offer for the third party and by ensuring we balance the customer needs with cost control we can show greater success against other intervention programmes.
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Out Of Hours
Enhance your service with 24 hour support for your customers. All of our solutions can be utilised 24 hours a day through our genuine out of hours service, either deploying the claim into our service network or integrating with your supply chain.
Read our latest case study.
In-house contact centre
We don’t outsource our calls after hours or take messages. Our genuine service is provided by expert claims handlers around the clock either for FNOL or to progress an existing claim.
Rapid claim progression
We receive 30% of claim notifications in the evenings or weekends. That’s 30% of claims that otherwise would have been held up without progress until the next business day.
We act as an extension of your brand, fully white labelled and consistent delivery. We can enhance your proposition with the addition of 24/7 service.
Our bespoke claims management system ensures our handlers manage each claim consistently and correctly around your scheme rules. This powerful system automates a workflow for each claim based on defined parameters. This means that our handlers focus on listening and engaging with customers, rather than remembering information. Whether we deal with 100s of claims for your brand or 10s we can always give the best service.
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A uniquely beneficial operating model providing a comprehensive network of specialist providers to deliver industry leading success rates ensuring high customer satisfaction.
Our approach centres on the principle that there is no benefit in putting customers on a track where the service may not proceed.
Our benchmarked pricing ensures cost control, and competition drives service quality throughout the supply chain.
We can customise our processes to incorporate operational requirements and differing business models.
We deliver revenue generation at no detriment to your brand or the customer journey. Our provision benefits from intelligent triage and customer understanding. We correctly and consistently identify cases where customer need is genuine and as a panel operator we have no imperative to push clients towards a hire vehicle if their circumstances do not warrant it.
Our panel of providers have been carefully selected to ensure we can place all requirements, including young drivers, policyholders with convictions and automatic and dual control vehicles, along with many other bespoke needs.
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Get in-touch, our expert team would love to talk to you!
To find out more about how Cobalt is combining leading technology, machine learning and powerful insight, and how this could benefit you and your customers get in touch with a member of our team.