The XpertCar app is an offline application for vehicle experts that allows them to access all information regardless of their location. The app enables digital and personal claims processing on site.

XpertCar Vision

When preparing an assessment, our vehicle experts make use and take account of a wealth of information available to them on a wide range of digital tools.

This working method involves several media disruptions and its application is complicated, demanding and entails a high administrative outlay.

XpertCar Vision contains an application that allows vehicle experts to access all information regardless of their current location.

Development

The first ideas for the XpertCar app arose in 2021. After drawing up a preliminary solution concept, the team of developers prepared an initial model. They successfully got this app off the ground with representatives from Mobilière IT, the Motor Business department and various test users.

Functions

The XpertCar app is available offline, which is an important benefit as our experts work at different locations and it is not always possible to guarantee an Internet connection. The app can be used to retrieve information and enter data and to upload files. Important information is collected directly from the customer on site. The app then automatically generates a report and assigns it to the corresponding order in the system.

The app provides experts with support in standardizing the process flow of case processing. At the same time, it is flexible and allows for adjustments in special cases. Its guided photo documentation is an important part of the uniform damage documentation. The experts are instructed by the app on which photos to take of the vehicle, as a different photo angle is required depending on the type of damage.

Field test and launch

As the XpertCar app was developed as an iOS-based application, it only works on Apple products. The vehicle experts used an iPad Pro to test the app. Following positive feedback, all vehicle experts were trained to use the app.  The app is continuously developed further and adjusted to the needs of the experts based on feedback.

A major gain in digital personal claims handling

The XpertCar app contains all relevant information, documents and functions that the experts need. It also contains checklists and a guide for customer dialogue. It is possible to send out a to-do list directly from the app showing what the vehicle owner still needs to attend to. Digital and personal claims handling on site is guaranteed by our application.

This summer, Switzerland was again hit by massive storms. The severe storm in La Chaux-de-Fonds, hailstorms in Basel, Valais, Jura and finally the heaviest ever hailstorm in Ticino.

Of the reported vehicle damage from the storm in Ticino, about 70% of the cases are assumed to be total losses. There is a large number of dented hoods and roofs, smashed front and rear windows, and defective headlights and rear-view mirrors.

With such a mass of damaged vehicles, most of which are no longer drivable, it is almost impossible for our vehicle experts to handle the situation in Ticino. In order to nevertheless guarantee customers the fastest possible handling of their claim, some of these vehicles are transported to Studen in Berne.

Every day, several cars are picked up by a transporter. In Studen, they are parked at the collection point and examined by the experts. License plates and personal belongings of the owners, which are still in the vehicle, are packed and sent to the customers or can also be collected directly on site.

Our vehicle experts continue to work tirelessly every day to process the storm and hail damage as quickly as possible, in addition to all other expertise that is required. Various hail drive-ins take place, as well as visits to garages where vehicles that are not too badly affected are repaired.

The Motor Business department consists of several back office and sales teams. While the experts are active throughout Switzerland, the back office works in Berne or from home. Collaboration takes place across departments and with a diverse range of clients, customers, vehicle owners and garages.

The back office forms the hub between all these parties. The small team works at the office premises of MobilCity in Berne and links buyers with garages, vehicle owners with vehicle experts, internal departments with clients and lots more besides.

Taking care of all requirements can sometimes also lead to challenges as each party has different interests. A solution that works for everyone can always be found in the back office.

Its main tasks include the administrative processing of sales of all kinds of totally damaged vehicles. These include cars, motorcycles, bicycles, agricultural vehicles, lorries, boats and special vehicles.

Such vehicles are advertised for sale in accordance with the client’s wishes. The vehicle owner then agrees to hand over the vehicle and the buyer is notified by us of this and can collect the vehicle. Should questions arise during this process, we are available to offer advice and support to all parties by e-mail and telephone.

The cancellation of vehicle registration documents is also carried out by the back office. In addition, further tasks such as processing complaints and reimbursements, issuing export documents for sales abroad, issuing and processing invoices and payment reminders, contacting authorities and various HR administration tasks are also taken care of by the back office.

To this end we always maintain close contact with all parties concerned. The range of duties is very wide-ranging and calls for a high degree of flexibility.

No day at the back office is like the previous one and day-to-day work is therefore varied, diverse and challenging.

Inspecting and assessing damage, discussing the right type of repair and drawing up the repair calculation for the repairer is the main task of our vehicle experts. But did you know that we not only have experts who travel from one place to the next every day to inspect the damage caused to vehicles but also those who pursue their specialist activity from the back office?

Claims that do not necessarily have to be inspected on site can be dealt with by our experts in the back office. These particularly include cases of collision and parking damage.

In cooperation with the vehicle owner or repair workshop, photos are made of the vehicle and the damage can be discussed via video call. This also includes discussing the further procedure and the type of repair or further utilisation of the vehicle. The experts then calculate the damage with the help of various tools. The photos and the calculation are forwarded to the insurance company, which can then grant approval for the repair to take place.

Subsequently, when the repairer’s invoice arrives, the insurance company can commission the expert to check the invoice if it deviates from the cost estimate or calculation. Back office contacts the repair workshop in this case to discuss any differences and review transparency.

The experts, insurance company, vehicle owner and repair workshop maintain constant dialogue with one another. The efficient and modern case handling of the vehicle experts in the back office can reduce the processing time of a claim by up to 24 hours.