Their Challenges
Clearcover's primary challenge with its repair operation was the need to ensure a strong connection between consumers, adjusters, and repairers. As the company grew, they faced new hurdles including:
Maintaining streamlined and consistent communication and repair processes across parties
Lowering standard cycle times
Providing additional resources to curate and manage a repair network
These areas of opportunity brought Clearcover and ServiceUp together to seek solutions for operational efficiency improvements.
The Solution
In response to Clearcover's challenges, ServiceUp implemented a comprehensive solution that transformed Clearcover’s repair management process, making getting repairs as easy as managing a policy for insureds and claimants.
Repair Management Oversight
ServiceUp provided Clearcover with robust repair management oversight via its tech platform, significantly enhancing communication transparency between adjusters, body shops, and consumers. This improved coordination eliminated visibility gaps, ensuring all parties were on the same page throughout the repair process. As a result, repairs were completed more efficiently, reducing delays and enhancing overall satisfaction.
Cost Control
By establishing preset labor rates, ServiceUp enabled Clearcover to control repair costs more effectively, providing a predictable and consistent cost structure. This made it easier for Clearcover to forecast expenses and maintain control over total repair costs. The ability to manage costs more precisely is contributing to improving financial performance that will positively impact loss ratios.
Concierge-Level Logistics
ServiceUp handled the logistics of vehicle pick-up and drop-off, providing white-glove services that elevated the customer experience. This hassle-free approach, facilitated through a mobile-friendly platform, relieved Clearcover from logistical burdens, allowing them to focus on core business operations. By managing these details efficiently, ServiceUp ensured a convenient pick-up and delivery process for Clearcover customers at no additional cost.
Process Visibility
ServiceUp's platform offered Clearcover’s customer base clear visibility into the entire repair process, from start to finish. This transparency ensured that customers were informed at every stage, fostering an increased sense of trust and engagement. With real-time updates and easy access to repair information, customer satisfaction improved.
The Results
Decrease in Cycle Time
The average repair cycle time was lower than the industry standard of 16 days to just 11 days, allowing Clearcover to process claims faster and improve customer satisfaction.
Decrease in Supplement
Supplement percentage dropped from 50% to just 15%, thanks to better control over the teardown process and eliminating the need for multiple estimates.
Hours Saved Per Adjuster Weekly
Adjusters saved significant time by reducing back-and-forth communication, collecting payments and deductibles, coordinating estimates, and managing outstanding supplements. This allowed adjusters to focus more on adjudicating losses and closing claims rather than managing repairs.
ServiceUp has overhauled our repair management process. Their tech-forward approach has reduced our cycle times and supplement percentages, getting cars back to customers quickly, improving CSAT scores, and helping our bottom line. We're thrilled with the results and look forward to continuing this partnership as we expand our customer base.
Aaron Wheaton
Clearcover Chief Claims and Customer Service Officer
About ServiceUp
ServiceUp is a cutting-edge platform specializing in streamlining and automating vehicle repair processes. With a focus on efficiency, transparency, and cost-effectiveness, ServiceUp leverages its on-demand repair network to optimize the entire repair lifecycle for businesses, ensuring minimal downtime and maximum operational effectiveness.
