Microproject: Expert appraisal with insured party in car repairs Qorus-NTT DATA Innovation in Insurance Awards 2026

Main objective: Creation of a new service.

Traditionally in Spain, after a collision, the insured party files an auto claim and goes to the repair shop to have their vehicle repaired. The appraiser and the repair shop manage the valuation of the insured's damages.

This new service reverses the equation. The appraiser contacts the insured party to offer their technical advisory service, assessing the vehicle either in person at their home or an agreed-upon location, or digitally via video appraisal. This service offers several advantages, including recommending a suitable repair shop, scheduling an appointment, and offering other related services. We call this new service "Expert Assessment at the Insured's Home", henceforth we will refer to it as PAD.

OBJECTIVES:

1. To offer our policyholders an exceptional and innovative service at REALE through a professional claims advisory service with damage repair.

2. To present this new service in a personalized way through our network of experts, comprised of independent professionals specializing in vehicle valuation. Together with the policyholder, our expert analyzes the best repair options for their vehicle within our network of specialized workshops affiliated with REALE, as well as other additional services available at workshops such as courtesy car, pick-up and delivery service, cleaning, etc.

3. To implement the latest AI-powered damage valuation technology with our current providers.

4. To generate a more sustainable and cost-effective process for all stakeholders and for Reale Seguros.

To create this new experience for our customers, we implemented the following improvements:

Part 1. Technical adaptation improvements. We need our policyholders to be offered this new service when reporting a new claim for car damage to Reale Seguros. To achieve this, we enabled our contact center with the necessary modifications to offer this new service through a personalized offer within its various options. Among the most important improvements were it software updates,  voiceovers for operators, process digitization, and identifying the KPI that should be monitored for this service to analyze data in all aspects of quality and cost.

Part 2. Changing the habits and working methods of car appraisers. As mentioned previously, car appraisers in Spain have historically only managed or interacted with repair shops. This new service requires contacting and visiting clients at their workplaces, homes, or other locations, or conducting digital site visits via video appraisal through our video appraisal processes, incorporating ai modules to assist and streamline administrative procedures.

A key aspect was selecting the most suitable profiles within our network and training them to interact with our clients, leveraging their extensive technical expertise and offering and conveying the following connections:

• Proximity.

• Personalized service. Expert contact with clients in less than 12 hours and future contact via phone/WhatsApp.

• Trust. Technical advice on repair and access to our best network of workshops to carry out vehicle repair.

• Management capabilities with the insured and the workshop, adapting to our clients' needs in terms of time and service, streamlining:

  • Technical solution for the damage to your vehicle.

  •  Workshop appointment scheduling.

  • Vehicle collection and delivery services at the insured's home.

  • Courtesy vehicle arrangements.

  • Final pre-delivery cleaning.

• Safety and quality:

  • Repair progress tracking

  • Final quality control before delivery.

Part 3. Informing and training Reale's partner repair shops. For this new service, we are analyzing the possibility of involving our best repair shops in our network so that, in coordination with the auto appraisers, they have the appropriate communication, coordination, and information sharing, as well as with our clients. We held meetings with stakeholders. The Reale Seguros supplier manager periodically analyzes the evolution of services in terms of quality.

Part 4. Informing and training our network of agents and brokers so that they can also make assignments in this new "PAD" service in its different modalities: in-person and digital.

Part 5. Informing and training our network of Reale claims handlers so that they can also make these assignments and identify this modality within our framework of appraisal methods.

Part 6. Technological advances. We make technological advances available to this service of ours with the collaboration of our IT development department and internationally renowned external technology providers, creating applications adapted to both the workshop and the appraiser.

Includes the option of digital service via video appraisal, recommended for remote and rural areas. Includes AI technology that simplifies the appraisal process: The appraiser has access to a damage collection tool that is processed by AI, providing the appraiser with an approximate valuation. The appraiser also completes the necessary information about the incident, such as photos, technical specifications, repair shop details, etc. The appraiser can correct any discrepancies in the AI ​​valuation within the application.

Part 7: Evolution of the "PAD" service model. Based on the success of the pilot program, this model has been developed and rolled out nationwide in april 2025.

Part 8: KPI Improvement. Improvements in absolute terms of profitability and sustainability ratios.

Part 9: Adjusting professional fees to accommodate the increased management time required for this new service.