Cognizant
Property Insights
Estimate property damage within a week of a catastrophe and close claims faster.
Overview
Cognizant Property Insights is a new approach to covering large-scale disasters. It provides claims adjusters and managers with image insights within a week for properties that have been impacted by a catastrophe.
Role
As the Lead Product Designer I lead design efforts through Beta and GA launches. Worked closely with Product Owners, Product Managers, Engineering Managers and UX Research to gather business requirements and rational. As a team we built out Roadmaps, Release Plans, and Process Improvements.
Problem
Currently, claims can take up to three weeks to start, depending on when an adjuster or claims manager can visit a damaged property. Through user research, we identified different users and high-level pain points for all parties involved.
Pain points
Conduct remote assessments and inspections
Adjusters are not able to begin to assess the roof and exterior damage in a timely manner after a catastrophe. In many cases, valuable pre and post-loss information are not available for weeks after a catastrophe.
Safely respond to properties affected by the catastrophe
Often times a property or area can be deemed unsafe for an inspection, this can lead to valuable time being lost to inspect a property.
Leakage costs and overpayments
Due to inspections taking weeks post-catastrophe, this can lead to properties incurring more damage, resulting in leakage costs, and overpayments.
Property estimates and loss payments
Estimates and loss payments cannot be sent to homeowners until an inspection has been done.
Closing claims in a timely manner
After a catastrophe there is a surge in the volume of claims, resulting in claims sometimes being open for months post-catastrophe.
Catastrophe planning and team deployment
Catastrophe planning can be challenging when you don't know where the high areas of impact are in a geographical area.
Customer experience
Delays in catastrophe-related claims processing that negatively impact homeowners' lives, and not being able to support homeowners in their greatest time of need.
Users
Claims Manager
Manage teams of remote and field adjusters, assign properties, and provide a strategy for high damage priority areas and properties.
Adjusters
Work with homeowners to start and process claims. Assess the severity of property damage, to provide accurate cost estimates to homeowners.
Homeowners
Lives have been disrupted commonly without access to their homes and left in the dark on the current state of their property.
Solution
Cognizant Property Insights uses aerial imagery, property data from multiple sources and machine learning to zero in on property damage cause by catastrophes.
Technology
Areial imagery
Sifting through multiple photos is a cumbersome task - but a perfect use case for machine learning to do image analysis on.
Machine learning
Image recognition from aerial imagery and property data determines the extent of damage after a catastrophe occurs.
Results
Dashboard
Everyone from Claims Managers to Adjusters can get an aggregate view of catastrophe, this can provide insights into overall exposure and affected areas.
Pain points addressed
Catastrophe planning and team deployment
Leakage costs and overpayments
Map
At a per, catastrophe-level Claims Managers and Adjusters can get an overview of a catastrophe zone. Users have the ability to drill down on a county, city and neighborhood level providing aggregate data for properties affected.
Pain points addressed
Catastrophe planning and team deployment
Safely respond to properties affected by the catastrophe
Report
Reports on an individual property provide details such as roof dimensions, materials, damage incurred all before an in-person assessment or inspection.
Pain points addressed
Conduct remote assessments and inspections
Safely respond to properties affected by the catastrophe
Property estimates and loss payments
Closing claims in a timely manner
Customer experience
Conclusion
Property Insights provides a solution for both claims managers and adjusters with an interface that is able to provide a holistic aggregate view of damage severity in an impacted area. With aggregate state and county level information and additional information at a neighborhood level, it can provide a team with a sharper and more accurate response plan that helps homeowners get back to life.