
Carlsbad, California – (June 19, 2023) AutoClaims Direct (ACD) is thrilled to announce that CEO Ernie Bray was recently named the winner of a Gold Stevie® Award for Best Entrepreneur in the Insurance Category in the 21st Annual American Business Awards®.

Bray was recognized for his leadership over the past few years in guiding ACD through a transformation which included moving to a virtual work environment, enhancing ACD's technology platform and reimagining ACD's workflow teams. This was accomplished after coming out of the global pandemic which was one of the most challenging business environments in recent times.

More than 3,700 nominations from organizations of all sizes and in virtually every industry were submitted for consideration in a wide range of categories, including Startup of the Year, Executive of the Year, Best New Product or Service of the Year, Marketing Campaign of the Year, Live Event of the Year, and App of the Year, among others.

"The last few years have been a challenge for any entrepreneur so it's an honor to receive recognition but it's really the combined effort of each and every person on my leadership team. Their efforts have driven every initiative forward whether it was transitioning the team to a remote model, launching our CLARITY technology platform and CLARITY Pro mobile app, and executing on our mission to completely revamp the structure of our workflow teams," stated Bray. "Every team member has stepped up and powered the vision of the company forward. We have some exciting things ahead and everything we do is built around teamwork."

### About the Stevie Awards

Stevie Awards are conferred in eight programs: the Asia-Pacific Stevie Awards, the German Stevie Awards, the Middle East & North Africa Stevie Awards, The American Business Awards®, The International Business Awards®, the Stevie Awards for Women in Business, the Stevie Awards for Great Employers, and the Stevie Awards for Sales & Customer Service. Stevie Awards competitions receive more than 12,000 entries each year from organizations in more than 70 nations. Honoring organizations of all types and sizes and the people behind them, the Stevies recognize outstanding performances in the workplace worldwide. Learn more about the Stevie Awards at [https://www.StevieAwards.com](https://stevieawards.com).



AutoClaims Direct (ACD) is thrilled to announce that CEO Ernie Bray was recently named the winner of a Gold Stevie® Award for Best Entrepreneur in the Insurance Category in the 21st Annual American Business Awards®.

Ernie Bray Honored As Gold Stevie® Award Winner


Twenty years ago, I set out to build a company focused on the novel idea of meshing service and technology to deliver a powerful auto damage appraisal solution for insurers and their customers. Industry naysayers said it couldn't be done. Well that just fueled my fire.

It was a humble beginning, but I never wavered. So, as I read and hear industry thought leaders talk about marrying people and technology like it's a new concept, I marvel at the success we've had operating this way for 20 years.

At ACD, we weave together the best people with the best technology to drive fast, accurate and professional auto damage appraisals. From the start, we've been laser focused on crunching down cycle times, increasing customer satisfaction and helping adjusters close claims efficiently so their policyholders can get back on the road.

So, what's our secret sauce and how do we do it?

1. **It starts with exceptional people.** As much as the business world and society leans toward automation, the foundation of the insurance business is centered on the human experience. Empathy, expertise and service matter to consumers more than the race to the bottom to eliminate personal contact. Team ACD delivers on the promise we believe in – helping people, resolving problems and creating a positive experience.

2. **Sprinkle in a good amount of technology.** Technology is the tool that augments the power of our people. AI for us is augmented intelligence not artificial. You'll find it in our new CLARITY workflow platform and companion mobile app. Use of machine learning in specific and defined ways has the potential to exponentially increase the efficiency of claims professionals. And you will notice I said "claims professionals" because I believe nothing will replace these humans. Our technology brings forth the right information so it's at their fingertips. Adjuster accuracy and their decision-making ability improves tremendously.

3. **The mixture of service and technology forms from a culture of innovation.** Built by clients for clients is our philosophy. We look at every user of our services and technology as a client. That's our employees, insurers, appraisers, and vehicle owners. We take feedback, suggestions, and input from all of the above and then work to build a technology solution that makes sense. Technology not built by people who've never handled a claim but by people who have done the job day in and day out. This mentality builds on itself. It allows us to focus on continuous improvement and be that right hand to those whose claims expertise we can help improve.

All these ingredients lead to a partnership with ACD. Our clients get a company intensely focused on giving insurers, fleet administrators, TPAs and self-insureds a technology-powered and people-driven experience for their material damage process that doesn't compare to anything else.

Our purpose is to use the technology we so methodically built to enhance the human experience in auto claims, not remove it. And with our recipe of success made with the best people and the most innovative thinking, we deliver a client experience like no other.

![NU Claims magazine spread preview](https://acd-website-production.s3.amazonaws.com/uploads/2023_03_Claims_Magazine_Spread.jpg)

This advertorial was first published in the [March/April 2023 issue of PropertyCasualty360](https://www.propertycasualty360.com/media/digitaleditions/claims/Claims0323/index.html#p=44) (free subscription required to view)


Twenty years ago, I set out to build a company focused on the novel idea of meshing service and technology to deliver a powerful auto damage appraisal solution for insurers and their customers. Industry naysayers said it couldn't be done. Well that just fueled my fire.

The Unbeatable Combination of Service + Technology


Since the beginning, our goal has been to save money and drive efficiency in the auto claims material damage process for clients who use ACD. We're still doing that but now we're adding on.

CLARITY Pro is our new mobile app for ACD's appraiser partners. It will change the way appraisers run their business. Just you wait and see.

![NU Claims magazine spread preview](https://acd-website-production.s3.amazonaws.com/uploads/2022_08_Claims_Magazine_Spread.jpg)

This advertorial was first published in the September/October 2022 issue of NU Claims Magazine: [https://www.propertycasualty360.com/claims-magazine/issue-gallery](https://www.propertycasualty360.com/claims-magazine/issue-gallery/)


Since the beginning, our goal has been to save money and drive efficiency in the auto claims material damage process for clients who use ACD. We're still doing that but now we're adding on.

Where We've Been, Where We're Going


Carlsbad, California – (March 16, 2022) AutoClaims Direct (ACD), a leader in auto material damage workflow technology and services, today announced a proactive measure put in place to counter the impact of rising fuel costs on its nationwide network of independent appraisers.

"Beginning Wednesday, March 23, 2022 our network appraisers will receive a per assignment fuel credit that will help offset the increasing fuel prices," announced Ernie Bray, CEO of ACD. "We're all experiencing the pain at the pump right now, but the small business or entrepreneur who makes their living on the road is being hit the hardest," stated Bray. ACD's hardworking appraiser partners are the backbone of the services it provides to clients and addressing these historically high fuel costs on their behalf is the company's top priority.

Bray acknowledges that higher costs have a financial impact on all of those involved in the claims process. "We're inviting our clients to join us in providing relief from the increased costs incurred by our nationwide appraisal network, on behalf of vehicle owners everywhere. Our primary concern is ensuring that our nationwide network of appraiser partners remains strong and weather this economic storm. This industry relies on the synergy of multiple partners working together toward the same goal and when one is impacted, we're all impacted," added Bray.

ACD built its nearly twenty-year reputation on treating its independent appraisers as true business partners. They receive timely payments for work completed and have convenient methods of managing availability, assignment capacity and coverage areas. ACD also believes in transparent communication and provides ongoing assistance and online self-service tools to support the success of its growing network.


AutoClaims Direct (ACD), a leader in auto material damage workflow technology and services, today announced a proactive measure put in place to counter the impact of rising fuel costs on its nationwide network of independent appraisers.

ACD Takes Steps to Help Appraiser Partners Battle Increasing Fuel Costs


During the last few months as COVID-19 restrictions were lifted across the country, drivers have taken back to the roads with speed. While many in our industry anticipated a spike in claims, the rise, coupled with nearly a year of dramatically reduced volume, left many insurers, repair shops and vendor partners having to ramp up operations to manage the spike.

I correlate this scenario with off-season athletes having to get back in shape during the pre-season. Everyone from adjusters, appraisers, repairers, and customer service reps had to shake off the rust and get back into action.

Many insurers had downsized staff and went all in with virtual estimating. But with society in a more normal state, the appetite for virtual is receding. For many policyholders who were more than willing to assist by taking photos during the pandemic, they’re now looking for other options.

To be sure, photo estimating had its day in the sun and proved an essential tool in speeding up the claims process. And I can guarantee, it won’t be disappearing. This method of inspection has now become a staple for many insurers looking to offer a great experience to their customers when it makes sense.

While COVID variants may cause lockdowns once again, it would send the industry back into a pandemic mode crushing the signs of life that were returning during the spring and summer. If things move toward a recovery as we all hope and pray, three key factors come to the forefront.

1. Customer service rules. During the height of the pandemic, processing a claim took a back seat to people’s basic concerns of safety and security when confusion reigned. Even then, however, providing a policyholder with assistance and support was and is always the number one goal. Nothing replaces great customer service.
2. Photo estimating became the inspection method of choice, but it was only temporary. While this inspection channel has made tremendous gains it’s still only one tool in the toolbox of an overall comprehensive plan for insurers. It has limitations but when used the right way with the right claim, it can effectively yield superior results.
3. The human touch hasn’t disappeared. With the advent of low-touch and no-touch claims – with an emphasis on technology – the reality is that nothing has really changed in the last 25 plus years I’ve been in the industry. Sure, processes have certainly become more automated but the majority of people still want to talk to someone. Empathy, compassion, and interaction during a stressful time such as a claim can’t simply be replaced with computer code or machine learning.
4. For ACD, we operate with clarity – we see the formula as one focused on **Speed**. The faster you can make contact with a vehicle owner, obtain photographs, inspect the damage and move a file along, the more satisfied your adjuster and policyholder are.

However, you still need **Quality**. This encompasses accurate communication, setting realistic expectations and delivering accurate estimates. The ultimate solution is when you can mesh speed with quality. A mediocre product or interaction though, can sink any positives that speed could deliver. Excellence in both speed and quality is what wins the day!

When you’re successful with both, the result is massive **Value** to both the insurer and policyholder. This is what ACD strives to do – meet and exceed your exceptions every day with our powerful combination of customer service, flexible methods of inspections and human touch delivery.


![NU Claims magazine spread preview](https://acd-website-production.s3.amazonaws.com/uploads/2021_08_Claims_Magazine_Spread_1.jpg)

This advertorial was first published in the September/October 2021 issue of NU Claims Magazine: [https://www.claimsmagdigital.com/claims/sep_oct_2021/MobilePagedReplica.action?pm=2&folio=16#pg18](https://www.claimsmagdigital.com/claims/sep_oct_2021/MobilePagedReplica.action?pm=2&folio=16#pg18)


During the last few months as COVID-19 restrictions were lifted across the country, drivers have taken back to the roads with speed. While many in our industry anticipated a spike in claims, the rise, coupled with nearly a year of dramatically reduced volume, left many insurers, repair shops and vendor partners having to ramp up operations to manage the spike.

Auto claims in a post pandemic world – what we’ve learned

## *Two insurtechs team up to prevent and detect digital media fraud in auto insurance claims*

![ACD and Attestiv logos](https://acd-website-production.s3.amazonaws.com/uploads/press-release-logos-acd-attestiv.png "ACD and Attestiv logos")

**CARLSBAD, CA and Natick, MA, June 22, 2021** – [AutoClaims Direct, Inc., (ACD)](https://www.acdcorp.com) an established auto claims technology and services company to the property and casualty industry, and [Attestiv, Inc.](https://attestiv.com), a leading media authenticity platform today announced a joint collaboration to bring photo verification and fraud detection to [ACD’s CLARITY technology platform](https://www.acdcorp.com/#clarity).

“Fraud awareness and prevention is critical in the insurance industry and ACD is delighted to work with Attestiv to provide technology tools for our auto insurance clients. This value-added solution to our CLARITY workflow technology will help adjusters do their jobs more accurately and efficiently,” stated ACD CEO, Ernie Bray.

Calling the insurance industry “ripe for modernization,” Attestiv CEO, Nicos Vekiarides, says their technology solution focus is on prevention and detection with photos, videos, and documents. “Companies need to understand if nothing is done to prevent fraud, they face a long-term risk with manipulated digital media. The authentication ACD is building into their portion of the claims ecosystem is the type of innovation we hope to see grow across the broader insurance ecosystem,” says Vekiarides.

This new partnership will bring various levels of fraud detection to ACD’s technology and workflow operations. This will include Attestiv’s tamper detection/analysis platform that enables a layer of defense against fraudulent digital media and provides real-time fraud protection and analysis of ingested claims images using advanced AI and blockchain technology.

### About AutoClaims Direct, Inc

ACD delivers the leading virtual claims workflow platform to Auto & Commercial Insurers, TPAs, Fleet Administrators, and Self-Insureds. First to market with three methods of vehicle inspection, the company is hyper-focused on the material damage portion of the claims process. An expert team and technology are combined to streamline the claims process and drive efficiency for adjusters. Clients are able to lower costs, reduce cycle times, access key data & reporting, and increase customer satisfaction. Visit ***[acdcorp.com](https://www.acdcorp.com)*** for more about the company.

### About Attestiv

Attestiv provides a tamper-proof media validation and automation platform for the insurance, healthcare, public safety, government, and media segments. Established in 2018, Attestiv verifies the authenticity of digital media and data, helping organizations build automated processes, improve customer experience, and provide the highest standard for information exchange. Utilizing artificial intelligence and blockchain technology, Attestiv assures the authenticity of digital media captured by any person or device, enabling digital transformation with new services, cost savings, and fraud prevention. For more information, please visit [attestiv.com](https://attestiv.com).

### Contacts

Eunice Tanjuaquio Bray  
Marketing & Communications Specialist  
AutoClaims Direct, Inc.  
888-403-4223, ext. 762  
[eunice@acdcorp.com](mailto:eunice@acdcorp.com)

Brie Pendleton  
Director of Digital Strategy and Marketing  
617-686-3372  
[brie@attestiv.com](mailto:brie@attestiv.com)


AutoClaims Direct, Inc., (ACD) an established auto claims technology and services company to the property and casualty industry, and Attestiv, Inc., a leading media authenticity platform today announced a joint collaboration to bring photo verification and fraud detection to ACD’s CLARITY technology platform.

ACD and Attestiv Collaborate to Bring AI Photo Analysis and Authenticity into Claims Operations for Fraud Prevention


In the Insurtech Insights June 16, 2021 webinar, discussion centered on how automation in the claims process can improve customer experience, optimize the efficiency of claims and make insurers' lives easier.

We were joined by Ernie Bray, CEO of AutoClaims Direct, Luiza Gusmão, VP customer at Cover Genius, and Jeff Ryan, director of claims design and delivery at Allstate to discuss the trends driving more efficient automated claims.

We discussed the technologies behind more sophisticated automated claims, like artificial intelligence, machine learning and natural language processing (NLP), and the impacts that new approaches have on customers and insurers alike.

View the webinar:

https://www.youtube.com/watch?v=HCChbfPc65U

### Here's what we learned:

Don't disregard what you hear on customer calls. Jeff Ryan says that customer call data is some of the most useful claims data available. With sophisticated analysis methods available to insurers, such as NLP, this can become business-critical unstructured data. If insurers can harness this data, they can understand vital trends in customer behavior and build these insights into automated claims processes.

> *“62% of our audience would say that their customers are happy with the current claims process, while 38% say that improvements are needed to the process.”*

But get customers off the phone. When a customer picks up the phone, it means that digital customer service avenues have failed – the customer doesn't feel heard, and they don't trust the platform in front of them. Insurers need to establish digital trust long before the point of claims. To secure customer trust, insurers need to build truly flexible customer service into their claims process.

Don't just automate claims, integrate them. Luiza Gusmão points to the emergence of fully integrated claims platforms as a revolutionary shift. When insurance products are embedded into other platforms, AI and NLP can be integrated across all parts of the process. Fraud detection and prevention benefits significantly, as the Cover Genius XClaim platform can create risk scores for customers and smart routes to fraud specialists. Well-integrated systems can direct human decision-makers to spend time on the right problems.

> *“32% have seen their firm implement techniques such as AI, machine learning, and natural language processing into their claims process.”*

Automation at its best is about making jobs easier, not replacing them. Ernie Bray mentions an episode of ‘The Twilight Zone' where a company slowly automates away all of its employees, ultimately even taking the CEO. The episode recognizes the pointlessness of excessive automation. Instead, insurance professionals from adjusters to claims and fraud teams can benefit massively from balance – insurers should embrace automation to optimize their individual performance.

----

This article was written by Matt Kenyon, a content producer at Insurtech Insights, and [originally published by Insurtech Insights online](https://www.insurtechinsights.com/how-automated-claims-can-revolutionise-customer-and-insurer-experience/) on June 16, 2021.


In the Insurtech Insights June 16, 2021 webinar, discussion centered on how automation in the claims process can improve customer experience, optimize the efficiency of claims and make insurers' lives easier.

How automated claims can revolutionize customer and insurer experience


*This [interview](https://www.insurtechinsights.com/ernie-bray-ceo-at-autoclaims-direct-why-full-automation-is-short-sighted/) was first published by [Insurtech Insights](https://www.insurtechinsights.com/ernie-bray-ceo-at-autoclaims-direct-why-full-automation-is-short-sighted/).*

Ernie Bray is passionate about technology – he understands why there is so much potential behind AI, machine learning and video estimating. But, he cautions, there is a time and a place for tech. The touchless utopia some in the industry are wishing for has downsides, too.

Bray says:

1. Investing in digital is essential, but it doesn’t mean everyone should buy into the hype of AI
2. Virtual estimating also has a time and a place – it doesn’t work in every scenario
3. Too much self-service could create resentment from customers

### What industry ‘pains’ put ACD on the idea of helping insurers succeed with claims in the digital age?

I spent seven years in the auto side of insurance working for a few major carriers and the one thing that struck me was how inefficient the auto claims process was. There was the use of old technology, there was fragmentation – I knew there had to be better way, so I set out on connecting all the pieces.

The pain points insurers have really come down to finding ways to remove needless steps and administrative tasks that bog down the adjuster. This delays the claim as adjuster are spending an inordinate amount of time doing tasks that aren’t core to their job.

ACD’s goal is to help insurers drive efficiency in their operations. We see ourselves as consultants to our clients as my team brings decades of industry knowledge to the table. We like to sit down and analyze each client’s process to see where we can add value.

We often find ourselves collaborating with a vice president of claims, innovation director or an auto physical damage manager, strategizing how to effectively optimize the entire claims process.

ACD serves as an extension of a client’s team, working toward the common goal of delivering a streamlined workflow which ultimately leads to an exceptional customer experience. The key for any great partnership is flexibility. Carriers often use more than one technology or service provider for a number of reasons. That’s why it’s vital for third-party vendors to collectively work together through APIs, open workflows and mutual collaboration.

Pre-pandemic, many insurers were tentative in moving toward digitizing the claims process. They often felt the cost and time wasn’t worth the effort but when everyone had to move to a work from home model, the scramble to find digital solutions that deliver was pushed into overdrive.

I think in many ways, minds were changed due to necessity, but now digitization has shifted to become a priority. But in my mind, it’s critical to maintain flexibility. Insurers who have fragmented their process by patching a network of virtual estimating companies, various field appraisers and desk review firms end up managing a Frankenstein-type workflow. Instead, insurers need a unified platform with built-in intelligence that can determine the best course of action and shift seamlessly, when needed to avoid delays.

### How has ACD leveraged technology to ease and speed up the auto claims process?

Over eighteen years we’ve tapped into the collective brain trust of our customers, clients and vendor partners, in combination with our vast subject matter expertise, to really build something that we feel delivers a superior technology platform for clients to manage the auto damage appraisal process.

We look at the auto claims process as a whole, but we’re focused like a laser on the “material damage” niche. With our technology platform, adjusters can submit damage appraisal assignments for field appraisals as well as upload photo estimates and desk reviews. This is where the magic happens – where high-level of communication and live real-time updates are found. With intelligent dispatching and routing algorithms, the right appraisal resource is identified based on a pre-screened vendor qualification vetting process. When you can be ultra-effective with the match, claims are processed faster by adjusters and the quality is better.

When I think about it, ACD is delivering a unique technology-powered vendor management matching service. Add to it our consulting expertise and support staff, and you have a very innovative technology solution that allows insurers to quickly drive efficiencies and digitize a process that previously was exceedingly labor intensive.

### What do you think are some necessary realizations insurers must come to, in order to succeed in the digital age, and during COVID-19?

I feel strongly that insurers need to realize that investments toward digital or virtual claims are absolutely essential. Those who lag behind risk losing market share and simply being unable to remain competitive compared to those who embrace digitizing the claims process.

Today’s consumer and policyholder demands personalized service yet one that allows for a digital experience. For insurers now it’s nearly an assumed requirement to meet their customer where they want to be met and have a process that can flex throughout the claims process. If insurers aren’t able to work with people in multiple ways with digital as the backbone during the “moment of truth” (the claim), those folks will likely search for a new insurance company after the claim is completed. Knowing this is a make-or-break moment, insurers who embrace digital solutions are increasing the chances of a better experience for their customers.

Another risk some insurance carrier adopters need to be mindful of is not to buy into the hype of digitization beyond what can really drive results today. Remember, most insurers can make huge gains without worrying about artificial intelligence (AI) and machine learning. AI sounds exciting and I’m very passionate about it myself, but much of the AI hype won’t really move the needle for a traditional claims operation at this time.

Another fallacy is the belief that photos or virtual estimating, basically touchless, is the wave of the future. Virtual estimating is a great solution for the extremes – minor, low-complexity losses (without injury) or obvious total losses where simply documenting the extent of damage is required. But for those claims, where the vehicle sustains heavy damage, liability is contested and injuries are present, photo estimating isn’t the solution. Often times, a claim requires precise measurements that are key to the defense of a litigated claim and relying soley on an untrained eye and a standard set of photos could jeopardize the outcome.

ACD strongly believes that photo estimating, when used correctly, is the right solution. But all too often we’ve received assignments from insurers where they chose virtual estimating and it failed miserably. In the end, a field appraiser was needed to go out and do clean-up.

### In what other ways is technology being used to reduce friction in the auto claims process, and where do you see the demand for such technology evolve among insurance carriers?

Anytime you can use technology to augment the decision-making power of an adjuster or appraiser in the claims industry, you’re exponentially increasing the productivity of your staff, and at the same time, speeding up the claims cycle time. These drivers all serve to increase the chances of a better customer experience. Just imagine if you can instantly decide whether to total a vehicle or move it to a shop for further inspection. You cut out wasted time, the customer is informed quickly, and you trigger the routing of a file and start the associated tasks that will ultimately lead to resolving the claim.

I think the demand for more and more workflow efficiency focused tools will rapidly accelerate as insurers realize that wasted manual task expenses can be minimized or reduced. And here’s what you gain – technology when properly meshed with highly trained claims personnel can deliver a much better experience to the customer. Policyholder retention will grow and the investments made will pay off. The key to all this happening is that insurers take the steps to roll out technology that makes sense to their unique company.

### Looking forward, how do you think technology can be used in a more efficient way for ensuring a smooth claims process? And how is ACD planning to evolve going forward?

ACD sees technology, AI and the digital process as tools to modernize, enhance and augment the expertise of the adjuster and the appraiser to help drive those better decisions.

Having the right information at the right time is key during the claims process and if you look at ways to leverage technology to accomplish that, you’re headed in the right direction.

As passionate as I am about technology, I think there’s a huge risk in pushing a completely touchless claims utopia that I see out there. Trust me, when I’m at my local home improvement store and I’m using a scanner to check out while the employee stands and watches, I ask myself, “Why am I doing their work and paying them?” I think too much self-service and automation in the claims world can lead to resentment from the customer/policy holder. Especially when they’re paying large premiums and are now dealing with a claim which is one of the most stressful times for a person. I think the thought of eliminating humans from the process as much as possible is short sighted.

*Ernie Bray was interviewed by Kristoffer Lundberg, CEO at Insurtech Insights.*


Ernie Bray is passionate about technology – he understands why there is so much potential behind AI, machine learning and video estimating. But, he cautions, there is a time and a place for tech. The touchless utopia some in the industry are wishing for has downsides, too.

Why full automation is short-sighted


*Here are four key areas where we save money and drive efficiency in the auto claims material damage process for clients who use ACD.*

### Cycle Time

Our core focus is to crunch cycle times which speeds up the claims process.

ACD’s cycle times are 2.3 days faster than the industry average for carriers using AutoLink™. Our technology platform combines automation and human-touch delivery. We match the right field and desk resource to the right claim at the outset. Time is money and we save you both.

### Reduced Rental & Storage

Through our storage and rental watch features, we can identify and prioritize files to minimize these critical areas that can drive cycle times and costs up. We’ve saved carriers nearly $120 per file where these fees are involved.

### Accuracy

Through rules-based intelligent auditing and a dedicated Quality

Assurance Team, we’re able to reduce leakage far below industry averages and ensure compliance. Our parts usage and compliance tools have reduced leakage to 4% while the industry average is 7.5% to 9.5%.

### Efficiency

We allow your adjusters to do more adjusting by eliminating needless calls. For one client, about 4,150 hours was saved due to less status calls, dispatch and follow-ups. This equaled the time of two full-time adjusters!

To top it off, and one of the best things of all, implementation is quick. AutoLink™ is intuitive and easy to use – your adjusters can be up and running in hours. And your dedicated ACD Client Care Team is available for any support needed.

Start seeing the benefits of using ACD from day one.

![Claims magazine spread preview](https://acd-website-production.s3.amazonaws.com/uploads/2021_04_Claims_Magazine_Spread.jpg)

This advertorial was first published in the May/June 2021 issue of NU Claims Magazine: [https://www.claimsmagdigital.com/claims/may_jun_2021/MobilePagedReplica.action?pm=2&folio=12#pg14](https://www.claimsmagdigital.com/claims/may_jun_2021/MobilePagedReplica.action?pm=2&folio=12#pg14)


AutoClaims Direct, Inc., a leading auto claims technology and services company to the property and casualty industry, and Guidewire Software, Inc., the platform P&C insurers trust to engage, innovate, and grow efficiently, today announced that AutoClaims Direct (ACD) has joined Guidewire PartnerConnect as a Solution partner.

The ACD Difference


CARLSBAD and SAN MATEO, Calif., March 25, 2021 – AutoClaims Direct, Inc., a leading auto claims technology and services company to the property and casualty industry, and Guidewire Software, Inc., the platform P&C insurers trust to engage, innovate, and grow efficiently, today announced that AutoClaims Direct (ACD) has joined Guidewire PartnerConnect as a *Solution* partner.

Since 2003, ACD has been committed to ending the fragmented auto claims process by delivering a unified, end-to-end solution for insurers to manage their auto claims workflow. ACD’s *Ready for Guidewire* integration will enable Guidewire ClaimCenter users to integrate to its CLARITY™ platform, a flexible and configurable solution to help auto insurers virtually manage their claims workflows.

“At ACD, the team is focused on driving client success by improving the auto material damage appraisal process through our technology and services,” said Ernie Bray, CEO of AutoClaims Direct. “Providing insurers with a way to lower costs, reduce cycle times and access key data and reporting is a goal we have for all claims organizations. We’re thrilled to continue fulfilling this goal for our joint clients through our integration with Guidewire.”

“We are delighted to welcome AutoClaims Direct as our latest Guidewire PartnerConnect *Solution* partner,” said Becky Mattick, vice president of Global Solution Alliances at Guidewire Software. “Through ACD’s Guidewire integration, our shared clients will soon be able to easily harness CLARITY’s benefits. The streamlined and flexible workflow platform will help empower their customer service teams, adjusters, and damage appraisers to do their jobs more effectively, leading to faster claim resolution and satisfied claimants.”

[Read the full press release in MarketWatch](https://www.marketwatch.com/press-release/autoclaims-direct-joins-guidewire-partnerconnect-solution-alliance-ecosystem-to-enhance-claims-teams-workflow-efficiency-2021-03-25).

### About Guidewire

Guidewire PartnerConnect *Solution* partners provide software, technology, and data solutions as well as insurance support services. Our *Solution* partners help drive business value and innovation for insurers by developing and delivering integrations, extensions, apps, and other complementary solutions for Guidewire products. All of our Ready for Guidewire partner solutions are validated for security, quality, and compatibility with Guidewire, and can be found on the [Guidewire Marketplace](https://www.guidewire.com/products-new/marketplace).

For more information about Guidewire PartnerConnect please visit [http://www.guidewire.com/partners](http://www.guidewire.com/partners).


ACD Joins Guidewire PartnerConnect Solution Alliance Ecosystem


Back when I conceived the idea for a company eighteen years ago, the auto claims industry was one that siloed service providers from technology providers and nary did their paths cross. You were either one or the other.

Honestly, this division confused me. Is it really that unheard of to combine service with technology to deliver a solution that was the result of both? I clearly recall conversations with claims managers who looked at me as though I was from another planet. I was told that as a service provider, you need to stay in your lane if you wanted to be taken seriously.

I found myself in a quandary. Here was an opportunity, but do I start an appraisal company or a technology one? Well, I figured let me go with my gut instinct and see what happens.

I chose both. Then and there I set out to build a company focused on the novel idea of meshing service and technology to deliver a powerful auto damage appraisal solution for insurers and their customers.

It was in this humble beginning, that ACD wove together the best people with the best technology to drive fast, accurate and professional auto damage appraisals. From the start, we’ve been laser focused on crunching down cycle times, increasing customer satisfaction and helping adjusters close claims efficiently so their policyholders can get back on the road.

So, what’s our secret sauce and how do we do it?

1. It starts with exceptional people. As much as the business world and society pushes AI and total automation, the foundation of the insurance business is centered on the human experience. Empathy, expertise and service matter to consumers more than the race to the bottom to eliminate personal contact. Team ACD delivers on the promise we believe in – helping people, resolving problems and creating a positive experience.
2. Sprinkle in a good amount of technology. Technology is the tool that augments the power of our people. With all of the hype about AI being superior to humans, I disagree. AI for us is augmented intelligence not artificial. Aided by automation and technology, unnecessary steps can be eliminated but the real power is helping people become better. We look for ways to make adjusters more efficient so they solve problems faster. Our technology brings forth the right information so it’s at their fingertips. Adjuster accuracy and their decision-making ability improves tremendously.
3. The mixture of service and technology forms from a culture of innovation. Built by clients for clients is our philosophy. We look at every user of our services and technology as a client. That’s our employees, insurers, appraisers, and vehicle owners. We take feedback, suggestions and input from all of the above and then work to build a technology solution that makes sense. Technology not built by people who’ve never handled a claim but by people who have done the job day in and day out. This mentality builds on itself. It allows us to focus on continuous improvement and be that right hand to those whose claims expertise we can help improve.

All these ingredients lead to a partnership with ACD. Our clients get a company intensely focused on giving insurers, fleet administrators, TPAs and self-insureds a technology-powered and people-driven experience for their material damage process that doesn’t compare to anything else.

I see our job as using the technology we so methodically built to enhance the human experience in auto claims, not remove it. And with our recipe of success made with the best people and the most innovative thinking, we deliver a client experience like no other.

![Advertorial preview image](https://acd-website-production.s3.amazonaws.com/uploads/article-snapshot-unbeatable-service-technology-ernie-bray.png)

This advertorial was first published in the March/April 2021 issue of NU Claims Magazine: [https://www.claimsmagdigital.com/claims/mar_apr_2021?pg=36#pg36](https://www.claimsmagdigital.com/claims/mar_apr_2021?pg=36#pg36)


Back when I conceived the idea for a company eighteen years ago, the auto claims industry was one that siloed service providers from technology providers and nary did their paths cross. You were either one or the other.


It’s an honor for AutoClaims Direct (ACD) to make the “11 InsurTechs to watch in 2021” list as named by NU Property Casualty 360º.

### Here’s our success story profile

Origin story: According to CEO, Ernie Bray: The idea was born after spending seven years working in the auto side of insurance. Through that experience, I realized this was an area crying out for innovation. This was in 2003 and back then the industry used old technology, relied on file folders, paper and cassette tapes, and was completely fragmented. I knew there had to be a better way.

Insurance problem solved: We know the backbone of the insurance industry revolves around workflow so we focus intently on the technologies that make the most sense within the claims journey and can add real return on investment. Our modernized workflow platform is built with machine learning, intelligent dispatching and predictive tools so routine tasks are handled and adjusters can focus their skills on complex claims.

Partnership strength: We consider every client a partner but each one is different so the need for flexibility is essential. This is where we bring value. The five steps we take to create a flexible partnership are: 1. collaborate openly; 2. look at workflow patterns; 3. analyze the data; 4. test and learn; and 5. deliver solutions.

### Highlights from "11 Insurtechs to watch in 2021"

Article by Elana Ashanti Jefferson

> There’s no shortage of technology providers eager to partner with insurance businesses. The talk among such InsurTechs these days is less about disrupting a centuries-old industry and more about how to grow their business by forging the right partnerships.
>  
> [InsurTech in 2021 is more than a buzzword](https://www.propertycasualty360.com/2020/11/10/three-insurtech-trends-rapidly-transforming-pc-insurance/). It’s a promise that technology investment will deliver a customer experience that distinguishes an insurance business from its competitors. **The 11 companies profiled are making good on that promise**.
>  
> ### InsurTech Success Stories
>  
> InsurTechs – both startups as well as those that have been around awhile – also have begun to realize just how vast the insurance industry is, meaning there are myriad opportunities to build products that can improve the insurance customer experience.
>  
> Now, InsurTechs that can either provide their customer with instant gratification or enable a partner to offer such speedy service are distinguishing themselves from the pack.
>  
> ### The challenge for startups
>  
> ...can be that many fail to fully grasp the larger business culture in which they’re attempting to operate. Sure, startups bring agility and innovation. But when it comes to the financial services world, being the shiny new toy, as it were, won’t necessarily translate into success for a new technology provider.
>  
> And so many successful InsurTechs are founded by or staffed with people who bring an insurance or risk management background. Such executives can deftly pinpoint processes ripe for modernization while also being able to talk technology with peers who may be less digital-savvy.
>  
> ### Which InsurTechs are the ones to watch?
>  
> The list of companies showcased was culled from staff research and reporting, recent incubator and accelerator programs, and each one’s marketing materials. Three criteria were used to finalize the list:
>  
> 1. Does the company tell a compelling story?
> 2. Does the company meet a pressing insurance need?
> 3. Does the company have powerful partnerships?
>  
> All of them met this criterion. None of them paid to be included in this selection. They are listed in alphabetical order; the order in which they appear should not be construed as a ranking.

Read the full article of the InsurTechs who made the list at: [https://www.property-casualtydigital.com/propertycasualty/202103?folio=1&pg=24#pg24](https://www.property-casualtydigital.com/propertycasualty/202103?folio=1&pg=24#pg24)


It’s an honor for AutoClaims Direct (ACD) to make the “11 InsurTechs to watch in 2021” list as named by NU Property Casualty 360.

ACD makes the 11 InsurTechs to watch in 2021 list


“Right now is absolutely the time for insuretechs and others from across the ecosystem to collaborate and fill in the gaps. Only by working together can we deliver exactly what the carrier needs.” — Ernie Bray, CEO of AutoClaims Direct

Everyone can agree that the 2020 year was like no other. Insurance carriers stepped up to the plate and transformed the claims experience for customers and staff alike. The next step is for the most innovative insurers to set the tone for the year ahead. Use the Reuters Connected Claims 2020 Report to build your strategy. As you do, learn from the rich insights and case studies shared by:

- Ernie Bray, CEO, AutoClaims Direct (ACD)
- Shannon Harjer, VP of Personal Lines Claims, Founders Insurance
- Sam Santiago, Head of Claims Strategy and Automation, Farmers Insurance
- Bryant Vernon, Chief Claims Officer, Aviva Canada
- Jeanette Ward, Chief Operating Officer, Texas Mutual Insurance

The 23-page report is broken out into three sections:

1. Customer Experience: Digital Focus, Human Touch
2. Business Efficiency: Evolve the Ecosystem
3. Change Management: It’s a Leadership Issue

If you're a decision maker or strategic thinker, don't miss this must read report.

![Report preview image](https://acd-website-production.s3.amazonaws.com/uploads/future-of-claims-report-chart1.png)

[Get the 2020 Connected Claims Report](https://acd-website-production.s3.amazonaws.com/uploads/IN_Connected_Claims_Report_2020.pdf)


Everyone can agree that the 2020 year was like no other. Insurance carriers stepped up to the plate and transformed the claims experience for customers and staff alike. The next step is for the most innovative insurers to set the tone for the year ahead.

The Year for Digital Claims


It goes without saying that 2020 has been a year like no other. For those who know me, I focus on positivity and drinking from a half-full glass. During these many months at home, I’ve centered on what I can control rather than what’s out of my control. Like you, this pandemic year has taught me that change and the ability to adapt is vital in all aspects of our lives.

When it comes to the world of insurance claims, we’ve had a front row seat to witnessing a seismic shift in digital transformation in so many areas. Zoom meetings became a daily occurrence, webinar and podcast growth went through the roof and virtual conferences became the norm.

Numerous insurance carriers transitioned to a work from home model and virtual claims rose to the forefront. Here’s the big question mark…is the shift toward digital crisis based or will it continue as a true catalyst for long-term positive change?

While the transformation torch has been lit, it’s critical to continue this momentum and not return to past habits of inefficiency. From what I’ve read, heard and discussed with peers, there seems to be a real appetite for change and innovation. This is music to my ears!

As 2021 comes into view, and with it this dynamically shifting landscape, my advice is to focus on these key areas:

1. Use a processed focused approach. The key to digital isn’t simply to push “digital paper” but to create a process that streamlines workflows and removes needless touches. Make the adjuster more efficient and remove the “noise” that distracts from high-value core tasks.
2. Ask yourself, are you helping augment your team’s (adjusters) skills? Focus on true ROI. Laser in on the real day-to-day use of technology solutions. AI for the sake of AI has no value if it’s simply just a shiny new object. Much of what’s hyped are only partial tools that don’t move the needle on results.
3. Remember that self-service should be considered as one method of inspection. Self-service and touchless claims are the right choice in certain situations but fail in others. Just because a customer can do a task doesn’t mean they should. Claims and insurance is a human business where empathy and customer service matter a lot.
4. A flexible model is essential. Delivering a great claims experience is meeting the customer where they want to be met. No matter how much an insurer wants to eliminate human touches, the customer decides on the experience they want. Several options in how to serve customers are needed, they make the choice.
5. Partnerships and ecosystems. Simply put, the claims process which may appear simple from the outside, is in reality an orchestration of expertise meshed with technology and service providers working together in the best interests of the customer. No one company is an expert in all facets and melding the best of all partners together is the wave of the future.

We’re in a unique place where change is happening fast. What shouldn’t change is a laser-like focus on what customers need and expect.

At ACD, we thrive on forward momentum and continuous improvement. At our core are people, process and innovation that bring forth flexible solutions that help carriers deliver an exceptional claims experience for the here and now, and also into the decade ahead.

### Resources you might like:

- [The Aite Group Webinar](http://bit.ly/DigitalClaimsProcessingWebinar) on how digital is changing the claims workflow.
- Reuters Events Connected Claims 2020 Report featuring contributions and case studies from Farmers Insurance, Aviva Canada, Texas Mutual, Founders Insurance, and ACD. [Download the report here](https://acd-website-production.s3.amazonaws.com/uploads/IN_Connected_Claims_Report_2020.pdf).
- [Focus on Claims Podcast](http://bit.ly/FocusOnClaimsPodcast): I highlight interesting people, company and trends in the insurance industry. [Follow the show on Apple Podcasts](http://bit.ly/FocusOnClaimsPodcast).

![Advertorial preview](https://acd-website-production.s3.amazonaws.com/backgrounds/article-snapshot-goodbye-2020-ernie-bray.png)

This advertorial was first published in the Nov/Dec 2020 issue of Claims Magazine: [http://www.claimsmagdigital.com/claims/nov_dec_2020/?pg=14](http://www.claimsmagdigital.com/claims/nov_dec_2020/?pg=14)


It goes without saying that 2020 has been a year like no other. For those who know me, I focus on positivity and drinking from a half-full glass. During these many months at home, I’ve centered on what I can control rather than what’s out of my control. Like you, this pandemic year has taught me that change and the ability to adapt is vital in all aspects of our lives.

Goodbye 2020. Five Areas of Focus for the New Year


This 40-minute Sept. 24th webinar, hosted by Greg Donaldson and Jay Sarzen of the Aite Group, was a great conversation with a well-rounded panel of speakers. They included:

- Ernie Bray, CEO of Auto Claims Direct
- Jason Verlan, SVP at CCC Information Services
- Bob Skerrett, CEO of Insurance Mobility Solutions/Trak Global Group
- Josh Thompson, VP at State Auto Insurance

These industry experts each have a piece in the claims process – an insuretech innovator with a tech and services solution, a vehicle lifecycle solution, results-driven telematics, and a top insurance carrier in business for almost a century. During the conversation, the speakers gave their insights on how digital is changing the claims workflow, where automation has the biggest impact, which parts of the claims ecosystem benefit most from tech and digital, how to combat fraud, customer benefits from digital, and barriers to overcome in transitioning to digital.

Listen at your convenience, it’s worth your time!

Watch the archived webinar here: [https://www.aitegroup.com/webinar/digital-claims-processing-gains-momentum-are-you-board](https://www.aitegroup.com/webinar/digital-claims-processing-gains-momentum-are-you-board)


This 40-minute Sept. 24th webinar, hosted by Greg Donaldson and Jay Sarzen of the Aite Group, was a great conversation with a well-rounded panel of speakers.

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Latest News

Ernie Bray Honored As Gold Stevie® Award Winner

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ACD Joins Guidewire PartnerConnect Solution Alliance Ecosystem

The Unbeatable Combination of Service + Technology

ACD makes the 11 InsurTechs to watch in 2021 list

The Year for Digital Claims

Goodbye 2020. Five Areas of Focus for the New Year

Digital Claims Processing Gains Momentum: Are You on Board?