The_Assessor_Summer 2026 Web - Flipbook - Page 28
JOURNAL
IAEA: DIGITAL CLAIMS
TRANSPARENCY
IN CLAIMS
David Punter FInstAEA MFIEA MIoD CAE MIMI.
As claims become increasingly digital and automated, how can the industry ensure
customers continue to receive the reassurance, transparency and empathy they expect?
David Punter FInstAEA MFIEA MIoD CAE MIMI, Immediate Past President & Executive
Board Member, writes here for Modern Insurance Magazine.
he transparency and
empathy that customers
expect during what is
often a stressful and
emotional experience
remain essential. Using arti昀椀cial
intelligence, self-service portals and
automated damage assessment
tools is transforming claims handling,
delivering greater speed and ef昀椀ciency
than ever before. However, technology
alone cannot replace the con昀椀dence
that comes from professional human
judgement.
T
For many motorists, a collision is more
than just a vehicle repair issue. It can
involve concerns about safety, mobility,
昀椀nancial impact and trust in the claims
process. While customers increasingly
expect the convenience of digital
services, they also want assurance
that decisions affecting their vehicle
and their safety are accurate, fair and
professionally validated.
replaced by digital tools, the modern
assessor is evolving into a critical
quality assurance and customer
advocacy function within the claims
process.
Professionally recognised quali昀椀cations,
particularly those supported by
organisations such as the Institute of
Automotive Engineer Assessors (IAEA),
play a vital role in maintaining industry
standards. Quali昀椀ed assessors are
trained not only to identify collision
damage but also to understand vehicle
construction, repair methodologies,
emerging vehicle technologies and
safety-critical systems. This expertise
enables them to validate automated
assessments, identify anomalies and
ensure repairs meet manufacturer and
industry standards.
insurer outcomes.
Equally important is the human
connection that professional assessors
bring to the customer experience.
When an assessor explains repair
decisions, vehicle safety implications
or settlement outcomes in clear and
understandable terms, they provide
reassurance that technology alone
cannot deliver. Customers gain
con昀椀dence knowing that a recognised
professional has reviewed their case
and is accountable for the outcome.
The future of motor claims is unlikely
to be a choice between people and
technology. Instead, success will
come from combining the ef昀椀ciency
of automation with the credibility,
accountability and empathy of quali昀椀ed
professionals. As claims processes
continue to evolve, the industry must
ensure that investment in digital
innovation is matched by investment
in professional standards. In doing
so, insurers can deliver faster claims
journeys while preserving the trust and
con昀椀dence that remain at the heart of
exceptional customer service.
This is where the role of the quali昀椀ed
vehicle damage assessor becomes
more important than ever. As
automation expands, professional
assessors provide the expertise needed
to ensure technology is delivering
the right outcome. Rather than being
The growth of electric vehicles and
advanced driver assistance systems
further reinforces the need for
quali昀椀ed professionals. A seemingly
minor impact can conceal damage
to high-voltage systems, sensors or
structural components that automated
image-based inspections may not
fully identify. In these situations,
professional judgement is essential
to protect both customer safety and
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THE ASSESSORS JOURNAL | SUMMER 2026 | www.iaea-online.org/news/the-assessor
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