
As a society we've become spoiled by the variety of options available to us when enjoying the entertainment and media we love. We’re constantly being pulled in every direction to stream this or download that, plug this in or cut this cord. However, when you step back to examine two key industries that have pivoted the most in the last decade – music and television – you can see that most major choices come in “threes.” Simply put, customer tastes will differ greatly but one thing is certain – we all prefer options.

In the music sector, many of us can still remember a time when the only real source for streaming music was the radio. We’d pop in a blank cassette tape and patiently wait for our favorite song to play so we could capture a near-complete recording and make our own “mix tape.” Now, we can tap our fingers and simply add a song to a playlist without a second thought. Today, we have many choices when it comes to consuming music. Some audiophiles still prefer tangible media such as vinyl records and compact discs, while others prefer purchasing in a digital format and downloading tunes to their computer or mobile device. Most popular seems to be some variation of a streaming platform with no ownership or possession of the music ever taking place. There are three major options – physical media, a download or a stream.

How about television? Sure, we’ve all become used to coaxial cable and it was the standard method of delivering TV for decades. But there’s also two other increasingly popular methods that give us our news and entertainment fix. One is the old school over the air antenna.

This resurgence can likely be tied to rising traditional cable prices and no increase in perceived value by the customer. This has led many to take a minimalist approach and “cut the cord,” which takes me to the third option – streaming television. What was once viewed as a fringe means of watching TV has now become a growing segment for those who want more control over their content paired with mobility and convenience. Again, three options – traditional cable, antenna and on- demand streaming.

So, you’re probably asking yourself... how does this relate to AutoClaims Direct? Surely there couldn’t be more dissimilar industries than entertainment and insurance. It’s actually quite simple – customer preference varies and providing options to meet the customer where they’re most comfortable is paramount. When it comes to an auto claim, there’s traditionally been one main method for obtaining a vehicle appraisal and that’s the in-person inspection. Arguably, it’s still the most important and detailed method of inspection with a trained pair of eyes catching small minutiae that can fall through the cracks in digital-only solutions. However, as we’ve seen this year with the COVID-19 crisis, options are absolutely necessary.

ACD was the first to offer what we call, the Touchless Triage™ which gives every client – you guessed it – three methods of inspection. The Touchless Triage™ includes a traditional in-person appraisal through our independent national network, photo estimating using Self(ie)™ which allows one to capture and send claim photos without having to download an app, and Collision Select™, a desk written estimate from photos provided by the customer’s shop of choice.

Our innovation niche brings people and a seamless process together for an exceptional customer experience. Getting carriers to put the right claims into the right hands for the right outcome, that’s the power of three. And in our book, that’s a win.

![Advertorial preview image](https://acd-website-production.s3.amazonaws.com/backgrounds/_max1600/2020_04_Claims_Magazine_Spread_p1.jpg)

This advertorial was first published in the Sep/Oct 2020 issue of Claims Magazine: [http://www.claimsmagdigital.com/claims/sep_oct_2020/?pg=14&pm=2&u1=friend](http://www.claimsmagdigital.com/claims/sep_oct_2020/?pg=14&pm=2&u1=friend)


As a society we've become spoiled by the variety of options available to us when enjoying the entertainment and media we love. We’re constantly being pulled in every direction to stream this or download that, plug this in or cut this cord.

The Power of Three


[Read "Optimizing Claims Processing through 'Customized Partnerships'" on CIO Applications](https://insurtech.cioapplications.com/vp/AutoClaims-Direct-Inc-ACD/optimizing_claims_processing_through_)

----

When it comes to auto insurance claims, the world has changed dramatically over the past five months. COVID-19 has pushed carriers past their comfort zones, transitioning entire call centers and claims departments into working remotely in a matter of days. Business initiatives such as digital or virtual capabilities had to be implemented exceedingly quick. I’ve heard carriers say that two years of transformation has happened in two months.

The crisis has highlighted how necessary innovation and agility are to our industry. Insurance leaders should always be thinking - how can I reduce friction in the claims process and deliver a better experience for my policyholders? ACD’s technology and services empowers adjusters, making them more efficient and more effective. Through our flexible technology, ACD’s streamlined and modernized workflow platform connects field appraisers, photo estimating, desk reviews and data.

Our technology does the heavy lifting, allowing a claims department to move to a virtual model for photo estimating in less than 24 hours. The best part? There’s no IT investment needed. ACD’s platform allows a carrier to shift between photo estimating and field appraising without any delays.

While we’ve worked with clients recently to make the transition to virtual, here’s an example of how we helped a TPA transform operations prior to the pandemic.

**A better way to manage the material damage process**  
*ACD helped one TPA optimize their fragmented material damage process with multiple methods of inspection.*

### The Challenge

The TPA used a large claims technology provider for their material damage workflow process along with several virtual estimating companies. Additionally, they had assembled a network of independent appraisers of disparate quality and service. The field appraiser’s work product was inconsistent and the workflow technology was outdated and not customizable for the client’s needs. Virtual appraisals were inaccurate and used in the wrong situations driving up complaints and supplements.

Adjusters were spending significant time tracking down assignments, calling appraisers and working within multiple systems in an attempt to manage the claims. The lack of efficiency was driving up costs and service levels were dropping.

### The Solution

ACD brought in AutoLink®, our comprehensive multi-channel workflow platform that links photo estimating, field appraisers, desk reviews and data analytics into one unified solution. We rolled out a 90-day pilot where their adjusters worked exclusively on the company’s proposed packaged offering. During the course of the pilot, the TPA voluntarily expanded the program to include 30 more adjusters from two additional U.S. offices.

### The Results

ACD’s solution brought the claim processing cycle times down by nearly 2 full business days in just the first month. Additionally, ACD was able to apply our Touchless Triage℠ method to incoming claims which lowered loss adjustment expenses because claims were properly allocated from the outset. Our mobile self-service estimating solution, Self(ie)™, allowed for faster cycle times on smaller losses with cycle times a short as a few hours. This enabled the TPA to put the right claims into the right hands for the right outcome.

The TPA subsequently adopted ACD’s complete solution as its standardized claims processing system to streamline its material damage operations. Furthermore, the client has been providing adjusting services to third-party insurers, self-insured and fleet companies. ACD is now the backend technology and material damage solution for the services and we’re now working on a full integration with the client’s core adjusting system.

The world has changed in a matter of months. So, too, has the insurance industry. The future of claims is about delivering what the customer expects as well as workflow flexibility – determining the right damage appraisal method and, most importantly, providing an accurate assessment.


When it comes to auto insurance claims, the world has changed dramatically over the past five months. COVID-19 has pushed carriers past their comfort zones, transitioning entire call centers and claims departments into working remotely in a matter of days.

Optimizing Claims Processing through “Customized Partnerships”


[Read "Five Steps to Creating a Customized Partnership" on InsurTech Insights](https://www.acdcorp.com/news/2020/five-steps-to-creating-a-customized-partnership)

--

In the insurance claims industry today, you’ll find that many companies rely heavily on partnerships between insurers and third parties.

That wasn’t the case in the past. Insurers often withheld information and strategy and only provided enough information to get the job done. This lack of transparency meant an insurer didn’t reap the rewards of a true partnership.

As a third-party vendor to auto insurance carriers, TPAs, fleet administrators, and others, ACD’s clients understand that authentic partnerships, where synergies emerge and action is taken, can rapidly accelerate results. There are many vendors who breathe technology and innovation. And then there are those who combine this expertise with operational claims knowledge and experience. Carriers should realize that transforming their claims process is possible, and easier to do with qualified outside help.

The key for any great partnership is flexibility. Here are the five steps we take to create winning partnerships:

1. **Collaborate openly.** Carriers often use more than one technology or service provider for a number of reasons so it’s vital for third-parties to collectively work together through APIs, open workflows and mutual collaboration. For example, ACD’s integrated platform can combine our auto damage appraisal network and photo estimating with an associate partner for total loss and salvage solutions.
2. **Look at workflow patterns.** With any new client, we conduct a thorough workflow analysis. Do they have a legacy system, use email, rely heavily on the phone for communication? Understanding how they currently operate means we can optimize the claims journey to deliver faster cycle times and increased customer satisfaction.
3. **Analyze the data.** There’s a wealth of data beyond the basic appraisal elements. Our modern workflow platform analyzes historical data which reveal a client’s unique patterns and trends. Using that data, they can appropriately calibrate their operations. This means they can accurately put the right claims into the right hands for the right outcome.
4. **Test and learn.** Often times, we like to start with a 30-day pilot and assess results. We identify the sticking points in the claims journey and optimize from there. It’s vital to keep an open mind and monitor all aspects of a rollout. That way you have a finger on the pulse and can adjust accordingly in real-time.
5. **Deliver solutions.** Every carrier is different thus the need for flexibility is essential. We’re able to take client feedback and customize solutions unique to their business operation. The ability to configure a workflow to meet a client’s business process can drive excellent ROI.

Aside from these actions, a partnership with ACD comes with a dedicated team of Client Care and Quality Assurance Specialists focused on a client’s account.

Partnerships, whatever shape they come in, are powerful. And the more customized it is, the more we’ll deliver on driving a carrier’s claims department success.


In the insurance claims industry today, you’ll find that many companies rely heavily on partnerships between insurers and third parties.

Five steps to creating a customized partnership


AutoClaims Direct (ACD) announced that its video [​An Entrepreneurial Story](https://www.youtube.com/watch?v=Sa-sq5JKWbQ) garnered a Silver Award in the General Branded Content category ​in the 41st Annual Telly Awards.​ The Telly Awards honors excellence in video and television across all screens and is judged by leaders from video platforms, television, streaming networks, production companies and including Dow Jones, Duplass Brothers Productions, Complex and A&E Networks, Hearst Media, ESPN Films, Vice+ and Vimeo.

https://www.youtube.com/watch?v=Sa-sq5JKWbQ

[​An Entrepreneurial Story](https://www.youtube.com/watch?v=Sa-sq5JKWbQ) tells how ACD began and what the future holds for this veteran insuretech company. ACD was named to *Entrepreneur* magazine’s 2019 Entrepreneur 360 list for the third time and this piece of storytelling documents the company’s 17-year journey.

“ACD is pushing the boundaries for video and television innovation and creativity at a time when the industry is both rapidly changing and heavily impacted by the current crisis,” said Sabrina Dridje, Managing Director of the Telly Awards. “Our theme for this season, **​Telly Award Winners Tell Great Stories**​ is a true reflection of the diversity of stories the community is skillfully able to tell. Now, more than ever, do we need to celebrate them. This award is a tribute to the talent and vision of these creators.”

“I couldn’t be prouder of our incredibly talented in-house marketing team for once again writing and producing award-winning work,” stated ACD CEO, Ernie Bray. “This is a win for our entire organization that works hard every day to make ACD what it is today,” added Bray.

The winners announcement caps a year-long celebration of creators around the globe and across all screens. This year also saw the continued expansion of new categories to further the awards’ recent initiative to rebuild the honors for the multi-screen era. New categories included serialized Branded Content and expanded Social Video and Immersive & Mixed Reality categories, alongside new categories honoring important work in Social Impact and Diversity & Inclusion.

The full list of the 41st Annual Telly Awards winners can be found at [www.tellyawards.com/winners​](https://www.tellyawards.com/winners​).

### About The Telly Awards

The Telly Awards is the premier award honoring video and television across all screens. Established in 1979, The Telly Awards receives over 12,000 entries from all 50 states and 5 continents. Entrants are judged by The Telly Awards Judging Council—an industry body of over 200 leading experts including advertising agencies, production companies, and major television networks, reflective of the multiscreen industry The Telly Awards celebrates. Partners of The Telly Awards include Catalyst, LAPPG, NAB, Stash, Storyhunter, NYWIFT, Production Hub, IFP, Social Media Week and VidCon.


AutoClaims Direct (ACD) announced that its video ​An Entrepreneurial Story garnered a Silver Award in the General Branded Content category ​in the 41st Annual Telly Awards.

ACD named a Silver Winner in Annual Telly Awards


If I told you within 30 days your staff could process auto claims virtually would you believe me? Well you should because, indeed, it’s possible and easier than you think. If this year has taught us anything, virtual claims – or digital, mobile, desk writes, photos only…goes by many names – should be part of your business plan. The benefits for you will be lower costs, faster cycle times and increased customer satisfaction.

Moving in this direction requires a keen focus on process and workflow. Why? Because if you don’t have a comprehensive and unified platform that incorporates every inspection channel a vehicle owner may need, you’re sunk. You’re then forced to resort to an adhoc inspection solution to meet your customer’s needs. This could include attempting to write estimates from photos provided by field inspectors or finding ways to get photos from other sources. It’s a risk that could delay the claim even further.

Photo estimating is a great tool in the toolkit and should be used when appropriate, but treat it as just one of several tools at your disposal. The better solution incorporates a workflow that flexes to your needs. It’s one that can shift back and forth between a fully virtual process, to a field appraiser, a collision repair shop or salvage yard. An insurer needs to understand that not every claim can or should be done with virtual photo estimating.

To reiterate, the key to success lies within the process and many factors come into play – customer preference and technological capabilities, extent of damage, customer desire to have an in-person inspection, or location of vehicle. The ultimate goal is to put the right claim into the right hands for the best outcome. Within the claims journey, we call this the “touchless triage.” Ideally right from the FNOL, you funnel the claim to the right inspection channel. With a combination of machine learning, intelligent dispatching or predictive tools, this can be accomplished with a high-level of accuracy. And all of this comes with ACD’s* seamless end-to-end workflow platform.

We’re experts in the auto claims process and having the flexibility to meet your needs. Over 65 insurers nationwide use ACD to help drive their success. Transforming into a well-run operation that includes a virtual claims workflow is possible and we can help you get there.

*\*Named Best in Process Expedition in the 2017 Aite Report, Enhancing P&C Carriers’ Moment of Truth Through Innovation in Claims*

## Ready to go virtual? Consider these five questions

**Q.** What is virtual claims processing in auto insurance?  
**A.** It goes by many names: mobile self-service, photo estimating, virtual claims, desk estimating. But it boils down to this – a vehicle owner submits digital photographs of their accident damage through a technology platform to an adjuster at an insurance company or third-party vendor who generates an auto damage appraisal at a desk.

**Q.** Why is it different?  
**A.** Because an expert field appraiser doesn’t have to make an in-person visit to inspect the vehicle and write an estimate.

**Q.** Is this something new?  
**A.** No, it’s been used by insurers for years but was generally frowned upon until insurers began to realize that it can speed up the process on claims with minimal damage, increase customer satisfaction and lower needless costs.

**Q.** How do I get started and how long will it take?  
**A.** The key for an insurer who wants to move toward virtual should focus on integrating photo estimating into a superior workflow process. Photo estimating is a tool, and a great one at that, but to make it work effectively it must embed into a workflow platform that flexes to your business needs.

A virtual model must be flexible, customer focused and deliver great value to both the insurer and the policyholder. That being said, moving to a virtual model can be done in less than 30 days. While the transition is smooth, claims is still inherently a people, human touch business. And as much as the future vision is touchless claims, the true area of opportunity is a “touchless triage.” With a clear ability to quickly move claims within inspection channels, ACD is able to help a carrier put the right claims into the right hands for the right outcome.

**Q.** Who can I partner with?  
**A.** At ACD, we built a workflow platform that allows insurers to move to a virtual operation and still retain the best of traditional methods when needed (field appraisals, collision repair shops and salvage). A flexible workflow that can quickly move the right claim into the right inspection channel for the right outcome. As the auto claims leaders in process improvement, ACD will guide you on best practices and workflow analysis so your company is set up for success.


If I told you within 30 days your staff could process auto claims virtually would you believe me? Well you should because, indeed, it’s possible and easier than you think. If this year has taught us anything, virtual claims – or digital, mobile, desk writes, photos only…goes by many names – should be part of your business plan.

How to make virtual a reality with auto claims


**The Powerful Play of Technology in Trucking & Transportation Claims**  
*by Ernie Bray, CEO of AutoClaims Direct, Inc.*

When it comes to innovation and modern claims processing for auto physical damage, much of the focus is centered around the personal auto insurance market.

It makes sense with the sheer volume of vehicles being driven and the ability to quickly repair damaged autos or determine a total loss value. The road to a low-touch, straight forward claims process is being paved but there’s still many miles to go.

In the trucking and transportation space, the physical damage portion of the claim can be more problematic. There are plenty of reasons – the varying complexity of the unit, truck or specialty vehicle and the estimatics process is less uniform compared to standard autos. This can lead to an extended repair cost determination times, but with the right combination of technology and service solutions it doesn’t have to.

Do trucking and transportation professionals have to sit back and keep using antiquated methods, fragmented workflows and a disparate group of inspection company vendors of varying performance?

The answer to that question is NO.

We know that delayed inspections, slow claim cycle times, bad photos, and incomplete documentation can quickly send a claim down the wrong path. This is a sure way to guarantee poor customer satisfaction.

Below are five easy ways that Third Party Administrators, Risk Managers and Transportation professionals can use technology to empower the claims process and drive real and measurable results.

1. **Streamline the physical damage process.** Use a claims workflow technology that allows for flexibility in determining the method of inspection based on type of loss. Integrate a workflow platform specifically focused on real-time tracking, communication, data and reporting. This provides transparency and can reduce claim cycle times by over 50%
2. **Equip drivers with mobile tools.** Drivers can document loss using a simple text link to their cell phone. From there a photo estimating tool can capture and secure images of the damage as close to the time of loss as possible. These photos can instantly feed into the workflow platform allowing for quick repair estimates and speedier investigations.
3. **Unify a fragmented process.** Merge together field appraisal vendors, repair shops and automated supplement monitoring. All of this can be managed under one unified platform that can track appraiser and shop performance to specific KPIs to ensure the claim moves along in a timely manner.
4. **Build optimized workflows.** Leverage machine learning to customize your specific needs. This allows you to prioritize and route files to specific adjusters, field resources and repair facilities. Automation reduces the number of touchpoints and phone calls which creates efficiency.
5. **Maximize reporting.** Use reporting and analytics to efficiently monitor claims operations. You can look for trends and forecast needs by analyzing various data points along the claims cycle, repair costs, parts information, vehicle characteristics and other key points.

With the right technology and service solutions, innovative claims professionals can dramatically reduce truck down time, deliver superior documentation and leverage data to settle claims faster and more accurately.


When it comes to innovation and modern claims processing for auto physical damage, much of the focus is centered around the personal auto insurance market.

The Powerful Play of Technology in Trucking & Transportation Claims


Ask a group of twentysomethings about a career in insurance and you’re likely to get wrinkled noses and descriptions of a dress code that includes khakis and a polo. I must admit even I fell into the same camp when, post college, I started as a front desk representative taking basic customer service calls at ACD, a technology and services-based company focused on being number one when it comes to auto claims processing.

### How can I help?

I remember helping people through some of the hardest moments in their lives. For instance, when a car accident rocked their world or when a hailstorm damaged their car beyond drivability. Many people were upset and emotional but were grateful to hear my reassuring voice on the other end of the phone explaining how I was going to assist them in their return to normal. It was in those early interactions that my company turned out to be so much more than I thought it was. ACD showed me that being a pioneer in the auto claims industry meant that you had to leverage technology with a human touch to return people to the routine they longed for.

### My first promotion

A year after being at the front desk I was promoted to handling my own client accounts and with that, managing the claims they brought. The next year, I studied and completed my Automobile Claims Law Specialist Certification. Then came the first of two pivotal events in my career – I spent a year traveling side-by-side with our VP of Corporate Accounts, Tara Esquivel. Together, we met insurance company executives across the U.S. and showcased how our claims technology, combined with personal interaction, results in a better experience for their policyholders. I gained a new perspective on how my job fits into the bigger insurance picture.

I was full of pride showing a VP of Claims that our two-day cycle time lowered storage and rental costs for their claims department. Yet the real satisfaction was knowing that I played an integral part in giving our clients the speediest claims handling solution I could find. Call it the millennial in me, but completing an insured’s claim in the nick-of-time always felt like more of an accomplishment than the cost-savings gained from the outcome.

### Career game-changer

The second most crucial time in my career came just a few months ago in February 2020. I attended Vale’s Auto Estimatics class. This cream-of-the-crop, immersive two-week class was a huge “aha moment.” Going to Vale gave me practical experience with knowledgeable instructors and real damaged vehicles that I could see, touch, pull back, and look underneath. Now I understand why a repair facility needs to blend up the roof rails on a quarter panel repair to obtain an undetectable paint finish. More importantly, I learned why pre- and post-scans are becoming ubiquitous for almost all repairs and how that directly correlates to consumer safety (and insurance risk).

### Where I am today

Six years after starting at the front desk answering phone calls, I now lead a team of client service specialists (superstars!) that may have helped your son or daughter, your mom, or sister through an interruption to their life. Dealing with a car accident is a stressful event. We know that when you pick up the phone, you want someone on the other end giving you answers and getting you one step closer to your normal routine. We also know that each person’s claim is unique, and no two days are ever the same in the insurance claims world.

Reflecting on my different positions and career changes within this industry, I truly believe this – the empathy and personal touch of an experienced professional guiding you through a stressful time is the backbone of any successful claim.

![Article preview](https://acd-website-production.s3.amazonaws.com/uploads/Image-from-iOS-8.jpg)

This advertorial was first published in the May/June 2020 issue of Claims Magazine: [http://www.claimsmagdigital.com/claims/may_jun_2020?pg=14#pg14](http://www.claimsmagdigital.com/claims/may_jun_2020?pg=14#pg14)


Ask a group of twentysomethings about a career in insurance and you’re likely to get wrinkled noses and descriptions of a dress code that includes khakis and a polo. I must admit even I fell into the same camp when, post college, I started as a front desk representative taking basic customer service calls at ACD, a technology and services-based company focused on being number one when it comes to auto claims processing.

A Millennial’s Journey Into An Insuretech Career


![From the desk of Ernie Bray](https://acd-website-production.s3.amazonaws.com/uploads/from_desk_ceo_ernie_coronavirus.jpg)

### April 20, 2020

As we've adjusted to working remotely during the last month, I've reminded my employees that the coronavirus pandemic is immune to the weather. And sure enough, severe weather has hit certain regions across the U.S. You personally may live in one of these areas so please take the greatest precautions to keep yourself and your family safe.

I want to reassure you that ACD's team members are veterans when it comes to managing hail and other severe weather claims. So far, we've received claims from over 20 states and we expect activity from several more as the season for powerful storms and hail unfolds.

For the 2020 storm season, here’s how ACD is ready:

A special catastrophe team works together to provide rapid response to affected areas.
Operational capacity to manage claims for personal vehicles and commercial lots, dealerships and fleet appraisals.
An in-person inspection with 'zero contact.'
A single point-of-contact to help facilitate communications with an adjuster(s).
You don't need to deal with a storm's aftermath alone. If we can be of help, please reach out to Tara Esquivel at tara@acdcorp.com or 888.403.4223, ext. 706

We appreciate your continued partnership. Please stay safe and well.

-------

### March 23, 2020

I hope your efforts to establish a new normal both at home and at work are going smoothly. This crisis and the restrictions being imposed on us really makes you reflect on what we take for granted, what we value and what we really need in life. When things are back to “normal,” I hope to not lose sight of this new perspective I’ve gained.

In previous communications to you, I’ve mentioned alternate methods of vehicle inspection since travel is greatly limited in many portions of our country. Now I want to show you how our Self(ie)™ touchless claim solution works. [Watch our quick, two-minute video below](https://youtu.be/1J9Oh4tR-9s).

https://youtu.be/1J9Oh4tR-9s

With many staff adjusters not able to inspect vehicles in-person, we know many carriers are quickly needing another option for managing their customers’ claims. Selecting Self(ie)™ as the method of inspection is seamless and can be used in your existing environment and workflow. It’s super simple and we can be on board helping you out in a matter of minutes.

When you’re ready to start using Self(ie)™, please contact Tara Esquivel at tara@acdcorp.com or 888.403.4223, ext. 706.

Thank you for your continued partnership.

-------

### March 18, 2020

The situation we find ourselves is so fluid, with changes happening hour by hour. ACD has been working hard to establish a new normal during this unprecedented time. I hope the transition plans put into practice at your workplace are going smoothly and you and your loved ones are safe and well. I wanted to share an update as open communication is now more important than ever.

## HOW WE CAN HELP

Please know that ACD can step in to dispatch and manage any claims you send our way. Our end-to-end claims solutions include several methods of inspection outside of the in-person option. We are noticing an increase in requests to use our Self(ie)™ mobile app which intuitively walks the vehicle owner through a series of photos so we can complete an in-house estimate. Our team can assist you or your customer with this fast and easy way to get their claim moving without the need for an in-person visit.

We are aware that many carriers are choosing to no longer send staff out into the field and, following the urging of the federal government, many companies are allowing employees to work remotely. Fortunately, ACD's AutoLink® platform is cloud-based and can be securely accessed away from your office. If you need help logging into our system, please contact either Natalie Barrett (nbarrett@acdcorp.com) or Ken Brown (kbrown@acdcorp.com) from our leadership team. Either Natalie or Ken can also provide you with your ACD Client Care Team contacts in case you need them.

## WHAT WE'VE DONE

At ACD, we transitioned our headquarters (HQ) staff to working remotely this week. In addition to our HQ team, we have always maintained a partial distributed workforce located throughout the U.S. Our internal communications system continues to serve us well in this new way of working together. Internal teams can quickly and easily reach each other and take care of the business at hand.

## AN UPDATE ON OUR NETWORK

Aside from a few select regions ordered to "shelter-in-place," we have not seen an overwhelming impact on the deliverables of our network appraisal services. Our network is nationwide and not housed in a central location or in regional offices. We have heard from many of our appraisers who are able and available to take on claims. In addition, a second communication was sent to them outlining the most recent CDC recommendations regarding social distancing and precautionary steps to avoid contracting or spreading any illness. We have also reminded our appraisers to comply with all ordinances and laws outlined by state and regional authorities.

As we are all doing, following this situation is our top priority and I will keep you updated on ACD's plans especially as they impact you, our valued clients.

Thank you for your continued partnership.

-------

March 9, 2020

We’ve had a few of our valued clients reach out about ACD’s business continuity plans with respect to COVID-19 (Coronavirus). Your concerns are valid given the day-to-day changes taking place nationally and globally. Please know we’ve taken measures to prepare for the potential disruption in normal business operations.

While we’re closely monitoring the situation, we don’t foresee an immediate impact on the deliverables of our network appraisal services. Our network is widely disbursed throughout the U.S. and not housed in a central location or in regional offices.

In the event that customers request a non-traditional appraisal, ACD can incorporate a variety of strategies to ensure the continuity of the claims process. Our unique and agile business model includes various methods of inspection outside of the in-person option. This includes our Self(ie)™ mobile app which intuitively walks the customer through a series of photos so we can complete an in-house estimate. Our Collision Select option offers your customer the ability to drop their car at the shop of choice and our quality assurance team will coordinate directly with the shop.

We’ve also taken immediate steps to brief our entire staff on the recommended preventative and precautionary measures outlined by the Centers for Disease Control and Prevention. A similar message was distributed to our entire nationwide network of independent appraisers informing them of the developing situation and ways to prevent and avoid spreading illness if they become sick.

Following this situation is a top priority for us and we’ll keep you updated should any new developments occur.

Thank you for your continued partnership.


ACD is sending out client communications about the coronavirus on a regular basis. We'll share our latest updates on this page.

ACD Communications About the Coronavirus Situation


Mother Teresa famously said, “Do small things with great love.” Throughout the world, this is happening one person at a time. A wonderful example can be found in Central California. The small act being done by ACD Senior Client Care Specialist Kelly Hieger and her daughter Savannah is making face masks for healthcare workers in their community. They’ve been at it in the evenings and on weekends since the end of March. The handmade masks are headed to the Community Regional Medical Center, the epicenter in Fresno, CA for all COVID-19 cases.

![Kelly mask preview](https://acd-website-production.s3.amazonaws.com/uploads/2020_in-this-together_kelly-making-masks.png)

Kelly picked up the sewing bug when she was16 years old, first being hired by a company in her hometown that made products for horses. She got experience making feed bags, screens for trailer windows, fly masks, etc. From there she branched out, using her mom’s machine to create Renaissance Faire costumes for fun. Over the past few years, she’s been focused on more personal items – memorial pillows. Says Kelly, “someone gives me a shirt from their loved one that has passes and I make a pillowcase out of it.”

![Kelly mask preview2](https://acd-website-production.s3.amazonaws.com/photos/Screenshot-2020-06-11-08.05.48.png)

The facial mask-making is truly a family affair. Kelly’s mother-in-law has supplied all the fabric and has pitched in to help cut out the patterns. So far, the threesome has churned out over 125 masks. Obviously, Kelly’s sewing skills go beyond these simple masks but because of the urgent need for them, it’s her finest work yet.


During this time of uncertainty that includes restricted travel in many states, ACD has a touchless solution auto insurers and adjusters can implement right away. The photo estimating solution is called Self(ie)™ and when paired with ACD’s cloud-based AutoLink® platform, claims are managed quickly and efficiently.

From pandemic comes opportunity for kindness


Carlsbad, California – (March 23, 2020) During this time of uncertainty that includes restricted travel in many states, ACD has a touchless solution auto insurers and adjusters can implement right away. The photo estimating solution is called Self(ie)™ and when paired with ACD’s cloud-based AutoLink® platform, claims are managed quickly and efficiently.

How Self(ie)™ works
Once the adjuster sets up the claim assignment and selects Self(ie)™as the method of vehicle inspection, a secure web link is sent to the customer. This connects the customer to an intuitive interface where he or she is walked through how to take a series of photos documenting the damage to their vehicle. Using this self-service option, the job of taking photos can be done solo, in the customer’s own driveway, without any outside visitors. ACD, in conjunction with the assigned adjuster, uses these photos to manage the claim and complete the estimate.

With Self(ie)™ there’s no app downloading necessary – the customer receives the web link they need to start the photo documentation. What sets Self(ie)™ apart from the other mobile self-service applications is the ability to transition to a traditional appraisal should details of the loss change. Without missing a beat, ACD can dispatch the claim to the largest network of qualified damage experts.

“Right now, with many staff adjusters not able to inspect vehicles in-person, carriers are quickly needing another option for managing their customers’ claims,” said Tara Esquivel, ACD’s Vice President of Corporate Accounts. “Selecting Self(ie)™ as the method of inspection is seamless and can be utilized in our carriers’ existing environments and workflows. It’s super simple and we can be on board helping out in a matter of minutes,” Esquivel stated.

To start using Self(ie)™ contact Tara Esquivel at [tara@acdcorp.com](mailto:tara@acdcorp.com) or 888-403-4223, ext. 706.


ACD’s Touchless Solution the Right Way to Manage Claims in Today’s Environment


In the insurance claims industry today, you'll find that many companies rely heavily on partnerships between insurers and third parties.

That wasn't the case in the past. Insurers often withheld information and strategy and only provided enough information to get the job done. This lack of transparency meant an insurer didn't reap the rewards of a true partnership.

As a third-party vendor to insurance carriers, ACD's clients understand that authentic partnerships, where synergies emerge and action is taken, can rapidly accelerate results. There are many vendors who breath technology and innovation. And then there are those who combine this expertise with operational claims knowledge and experience. Carriers should realize that transforming their claims process is possible, and easier to do with qualified outside help.

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. Our approach is to engage with all parties to facilitate solutions where the client comes out the winner.

Let me outline how ACD partners with carriers, TPAs, fleet administrators and other third parties to help master the auto physical damage process for clients.

## Scenario One

One carrier used a large technology provider for their enterprise wide APD solution but were unhappy with the niche areas of photo estimating and independent appraisal process. They needed nationwide coverage for auto damage field appraising and the ability to flex to a photo estimate or field assignment seamlessly.

We were able to draw from our nationwide field appraiser network and our photo estimating solution that uses machine learning and advance algorithms. Additionally, the insurer received another big differentiator - ACD's team of dedicated Client Care and Quality Assurance Specialists focused on their account. The result was ACD delivering faster cycle times, better dispatching and a wealth of data beyond the basic appraisal elements.

![Scenario One graphic](https://acd-website-production.s3.amazonaws.com/uploads/0402_social_media-customized_partnerships_article-scenario1.png)

## Scenario Two

A mid-size regional client with no field staff or auto claims workflow platform was working through a combination of email, legacy system and heavy phone reliance. We did a thorough workflow analysis and was able to deploy our workflow technology to serve as the core APD solution. The client however wanted to use a combination of a few other third-party solutions for total losses and salvage. Our integrated platform combined ACD's auto damage appraisal network, photo estimating and associate partner total loss and salvage solutions. This customized partnership gave the client the flexibility and desired outcome to drive their claims department's success.

![Scenario Two graphic](https://acd-website-production.s3.amazonaws.com/uploads/0402_social_media-customized_partnerships_article-scenario2.png)

## Scenario Three

In the first scenario you read about our dedicated team of Client Care Specialists. Not long ago, a Team Lead got a call from an adjuster who was desperately trying to find someone to inspect a vehicle in a rural part of Washington state before the sun went down. A woman was stranded until the inspection of her car was done. ACD's Team Lead found an appraiser who could get there with just minutes to spare as the sun set and the tow truck arrived. Showing empathy and compassion when someone needs it is just as important as finding the right technology solution.

![Scenario Three graphic](https://acd-website-production.s3.amazonaws.com/uploads/0402_social_media-customized_partnerships_article-scenario3.png)

Partnerships, whatever shape they come in, are powerful. And they begin when carriers, third parties and other insurance ecosystem providers collaborate openly. In this way we don't meet a client's expectations, we exceed them.

This advertorial was first published in the March/April 2020 issue of Claims Magazine: [http://www.claimsmagdigital.com/claims/mar_apr_2020?pg=44#pg44](http://www.claimsmagdigital.com/claims/mar_apr_2020?pg=44#pg44)


In the insurance claims industry today, you'll find that many companies rely heavily on partnerships between insurers and third parties.

Three examples of customized partnerships


Earlier this year, CEO Ernie Bray was fortunate to be a guest of [James Benham](https://www.linkedin.com/in/jbenham) on his [InsureTech Geek Podcast](https://www.linkedin.com/company/insuretechgeek/) and they took a ride discussing where ACD is improving the auto claims journey, the future and other relevant topics. For your listening pleasure, here are six snack-sized bits of the conversation:

1. [What’s next for ACD](https://www.youtube.com/watch?v=c5MqtzcM5OU)
2. [AI and Machine Learning](https://www.youtube.com/watch?v=-tHI0TkVO7I)
3. [Telematics](https://www.youtube.com/watch?v=fqANvae3KKs)
4. [ACD’s “cool” technology platform](https://www.youtube.com/watch?v=M_ykfHoXkw8)
5. [Process Improvement](https://www.youtube.com/watch?v=Rt2m5YQa47w)
6. [Integration](https://www.youtube.com/watch?v=XOJF8BQsuYQ)

[Click here to watch](https://www.youtube.com/playlist?list=PLcDhx-nnM17cUlGhhnhAvoTekHmv8Icuw) the entire featurette playlist.

[Click here to explore](https://podcasts.apple.com/us/podcast/episode-12-clarity-auto-claims-ernie-bray-from-autoclaims/id1473553201?i=1000466582509) the entire 45-minute podcast.


Earlier this year, CEO Ernie Bray was fortunate to be a guest of James Benham on his InsureTech Geek Podcast and they took a ride discussing where ACD is improving the auto claims journey, the future and other relevant topics. For your listening pleasure, here are six snack-sized bits of the conversation

“Geek out” on the auto claims process in less than 8 minutes


Automation and machine learning are finding their place in the insurance industry. It works well when an auto claim is straightforward. However, with the sophistication of cars these days, many accidents are beyond just fender benders. And let’s face it, when you get in a car accident and have to file a claim you want to talk someone.

We’ve always felt this to be true, so we decided to test this theory with an ACD survey. Our results showed that over 90% of respondents want to work with a person or a combination of person and automation. When it comes to inspecting the damaged car, 39% would prefer an appraiser to inspect and assess the vehicle in person. A smaller percentage, 23.8% are okay with a combination of self-service (claimant takes their own photos or video) and appraiser assessment. About 86% would be fine with up to six updates about their claim, and as expected the way people want to be notified varies, with email and text favored slightly over a phone call.

The ideal formula is a balance between automation and empathy. ACD’s workflow platform is built with artificial intelligence and machine learning so routine tasks are handled, and adjusters can focus on using their skills on complex claims and situations. This is where your customer wants – and needs – a human to help them.

![SurveyMonkey survey slide 1](https://acd-website-production.s3.amazonaws.com/uploads/2020_surveymonkey_slides_01.png)

![SurveyMonkey survey slide 2](https://acd-website-production.s3.amazonaws.com/uploads/2020_surveymonkey_slides_02.png)

![SurveyMonkey survey slide 3](https://acd-website-production.s3.amazonaws.com/uploads/2020_surveymonkey_slides_03.png)

![SurveyMonkey survey slide 4](https://acd-website-production.s3.amazonaws.com/uploads/2020_surveymonkey_slides_04.png)

![SurveyMonkey survey slide 5](https://acd-website-production.s3.amazonaws.com/uploads/2020_surveymonkey_slides_05.png)

![SurveyMonkey survey slide 6](https://acd-website-production.s3.amazonaws.com/uploads/2020_surveymonkey_slides_06.png)

*Margin of Error: +/- 2.575%*

*The data for this survey was collected using SurveyMonkey Audience. Information on how respondents are recruited to SurveyMonkey is available here: [surveymonkey.com/mp/audience](http://www.surveymonkey.com/mp/audience)*

*Survey conducted between 9/20 -9/21 2019 with 1,500 respondents.*

*SurveyMonkey’s trademarks (such as SurveyMonkey, People Powered Data™, and any logo versions of those marks) are owned by SurveyMonkey Inc. and its affiliates in the United States and other countries.*


Automation and machine learning are finding their place in the insurance industry. It works well when an auto claim is straightforward. However, with the sophistication of cars these days, many accidents are beyond just fender benders. And let’s face it, when you get in a car accident and have to file a claim you want to talk someone.

ACD Survey Reveals Customer Insight Into the Claims Experience


CEO Ernie Bray was a [recent guest](https://yourbrandmarketing.com/yourlivingbrand-live-show/growing-and-maintaining-a-startup-business-with-ernie-bray/) on [Ben Baker’s Living Your Brand podcast](https://yourbrandmarketing.com/yourlivingbrand-live-show/). The topic was ["Growing and Maintaining a Start Up Business."](https://yourbrandmarketing.com/yourlivingbrand-live-show/growing-and-maintaining-a-startup-business-with-ernie-bray/) He found a niche and 2020 marks the 17th year ACD will be in business. Says Bray, "Here's my mindset…the industry and insurance is a workflow. It's a process. What we do is focus intently on what are the technologies that we can add in that are going to add real return on investment."

[Click here to listen](https://yourbrandmarketing.com/yourlivingbrand-live-show/growing-and-maintaining-a-startup-business-with-ernie-bray/) or skim the interview transcript.


CEO Ernie Bray was a recent guest on Ben Baker’s Living Your Brand podcast. The topic was "Growing and Maintaining a Start Up Business." He found a niche and 2020 marks the 17th year ACD will be in business.

ACD CEO Discusses Nurturing a Start Up


Carlsbad, California (October 16, 2019) – Entrepreneur magazine has named AutoClaims Direct Inc. (ACD) to its Entrepreneur 360 list. It’s the third time, and second consecutive year, the company has been recognized as one of the “Best Entrepreneurial Companies in America.”

“We’re once again extremely honored for this recognition which is truly a team achievement,” stated Ernie Bray, CEO of ACD. “We’re very excited to channel the momentum of this award as we prepare to deliver new and better technology in 2020. The quest to improve the claims experience for our clients is what drives us each and every day,” added Bray.

“Every entrepreneur knows that a healthy business isn’t just about growth. It’s about being well-rounded — growing your culture and your systems as strongly as you grow your revenue,” says Jason Feifer, editor-in-chief of Entrepreneur magazine. “That’s why we’re excited to celebrate these companies with our fifth annual Entrepreneur360™ ranking. The companies that make the list have pushed boundaries with their innovative ideas, fostered strong company cultures, impacted their communities for the better, increased their brand awareness, and grown impressively as a result.”

METHODOLOGY
The Entrepreneur360™ is a 360-degree analysis of U.S. based companies designed to identify the real leaders among entrepreneurs. Unlike other analysis, Entrepreneur 360 uses quantitative and qualitative info by looking at your hard numbers as well as soft determinants such as impact, innovation and leadership.

Honorees were identified based on the results from a comprehensive study of independently owned companies, using a proprietary algorithm and other advanced analytics. The algorithm was built on a balanced scorecard designed to measure five metrics reflecting major pillars of entrepreneurship —innovation, growth, leadership, impact, and business valuation.

For additional details on the E360 List and the companies recognized, visit: [entrepreneur.com/360](https://www.entrepreneur.com/360)

### About Entrepreneur Media Inc

For 42 years, Entrepreneur Media Inc. has been serving the entrepreneurial community by providing comprehensive coverage of business and personal success through original content and events. Entrepreneur magazine, Entrepreneur.com, GreenEntrepreneur.com and publishing imprint Entrepreneur Press provide solutions, information, inspiration and education read by millions of entrepreneurs and small business owners worldwide. To learn more, visit [entrepreneur.com](https://www.entrepreneur.com).


Entrepreneur magazine has named AutoClaims Direct Inc. (ACD) to its Entrepreneur 360 list. It’s the third time, and second consecutive year, the company has been recognized as one of the “Best Entrepreneurial Companies in America.”