The_Assessor_Spring 2026 web - Flipbook - Page 25
What does a more robust approach
look like in practice?
“It starts with the quality, consistency
and accuracy of the evidence being
captured, something that cannot
always be reliably achieved through
digital technology alone.
“At Service Certainty, we’ve built a
nationwide 昀椀eld force of more than
6,500 professional photographers who
have specialised in capturing damaged
vehicles since 2009, supporting the
capture of structured vehicle imagery
at the earliest possible stage of the
claim.
“The objective is to evidence the
vehicle in its entirety – not simply the
accident damage itself, but the overall
condition of the vehicle and the factors
that can materially in昀氀uence valuation
and settlement decisions.
“That includes accurately evidencing
areas such as mileage, pre-existing
damage, interior and exterior
condition, speci昀椀cation, and any other
factors relevant to the assessment of
the vehicle.
“By capturing that information in
a consistent and professional way,
insurers are able to work from a far
more reliable evidential position from
the outset. That improves valuation
con昀椀dence, supports faster and more
consistent decision-making, and
creates a clear evidential trail that can
be relied upon throughout the lifecycle
of the claim.”
How important is speed within the
total loss process?
“Speed is critically important for both
insurers and customers.
“Once a vehicle has been identi昀椀ed
as a potential total loss, delays can
quickly increase costs and prolong
disruption for the policyholder. Storage
charges continue to accrue, mobility
costs can escalate, and the customer
is left waiting for clarity around their
settlement and next steps.
“Insurers are therefore looking to
progress claims far more ef昀椀ciently –
but without compromising the integrity
of the assessment process.
“Where accurate evidence and vehicle
condition data are captured properly
from the outset, claims can move
through the lifecycle much more
smoothly. Decisions become easier to
validate, easier to communicate, and
ultimately quicker to settle.
“The important point is that speed
should be supported by evidence, not
achieved at the expense of it.”
How does that approach carry
through to the customer outcome?
“This is where transparency becomes
critically important.
“It’s not enough for an insurer to reach
a decision internally – the customer
also needs visibility of how that
decision was reached.
“AutoSet – a digital total loss
settlement tool – supports that process
by presenting settlement offers
alongside the supporting rationale and
evidence behind them.
“If the customer agrees, they can
proceed with con昀椀dence. If they
disagree, they have the opportunity
to respond with their own supporting
evidence. That creates a far more
open and informed dialogue, while
also helping reduce unnecessary
friction, escalation, and uncertainty for
everyone involved.
“We’ve also seen the digital settlement
process through AutoSet deliver higher
昀椀rst-time settlement acceptance rates
when compared with more traditional
telephone-based settlement methods.
“Providing customers with clear
supporting evidence upfront helps
create greater con昀椀dence that the
valuation has been carefully considered
and based on recognised industry
standards and market data.”
What does that mean from an
insurer’s perspective?
“It creates a far stronger audit trail
around the decision-making process.
“Insurers are able to demonstrate
how a valuation was reached, how
it was communicated, and how the
customer engaged with the outcome.
That effectively builds an individual
evidence pack around each claim –
something that can be relied upon later
for complaints handling, audit activity,
or regulatory review.
“Operationally, it provides greater
con昀椀dence that decisions are
consistent, well-substantiated, and
capable of withstanding scrutiny.”
www.iaea-online.org/news/the-assessor | SPRING 2026 | THE ASSESSORS JOURNAL
And from a regulatory standpoint?
“It aligns very closely with the direction
the FCA is moving in.
“There’s a growing expectation
that 昀椀rms can evidence fairness,
transparency, and good customer
outcomes throughout the claims
journey – not simply state that those
standards have been met.
“Where decisions are supported by
clear evidence and communicated
transparently, it becomes signi昀椀cantly
easier to demonstrate compliance with
those expectations.
“Ultimately, the process itself needs to
support the outcome.”
So, is evidence now becoming a core
part of compliance?
“Absolutely.
“Evidence is increasingly central to
how insurers connect operational
decision-making with Consumer Duty
obligations. It supports consistency,
improves transparency for the
customer, and provides a clear basis for
explaining and defending outcomes
where necessary.
“As expectations continue to evolve,
having a strong evidential framework in
place is becoming less of a competitive
advantage and more of an operational
necessity.”
Final thought – what should the
industry be focusing on right now?
“The industry should be focused
on building greater con昀椀dence,
consistency, and transparency into the
total loss process.
“That means ensuring decisions
are properly evidenced, clearly
communicated, and easy to
substantiate if challenged later, without
sacri昀椀cing speed of service.
“When that foundation is in place,
insurers are in a much stronger position
to deliver fairer outcomes, reduce
friction within the claims journey, and
build greater trust with customers.
“I truly believe that’s where the market
is heading.”
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