Why Car Insurance Claims Are Still Manual — And How Solera Is Fixing It

Why It Matters

Touchless claims promise faster payouts, reduced costs, and greener repairs, reshaping profitability and customer expectations in auto insurance.

Key Takeaways

• Manual claims persist despite decades of automation advancements.
• QR‑code enabled “touchless” claims digitize reporting in minutes.
• Guided image capture generates AI line‑item estimates instantly.
• Intelligent triage predicts total loss from four photos in seconds.
• AI measures carbon impact of repairs, promoting sustainability.

Summary

Bill Brower, senior vice president of claims at Solera, explains why car‑insurance claims remain largely manual despite decades of digital tools and outlines the company’s “touchless claims” vision. He describes how QR‑code‑driven apps can identify policyholders instantly, collect vehicle data, and launch a fully digital claim while the driver waits for police.

The solution leverages guided image capture to create line‑item estimates in minutes, intelligent triage that classifies a vehicle as total loss from a handful of photos within five seconds, and an AI engine that quantifies the carbon footprint of each repair decision.

Brower illustrates the workflow: a driver scans a QR code, answers two prompts, photographs the VIN and car angles, and receives an AI‑generated estimate without speaking to an adjuster. He also highlights the new carbon‑measurement feature that reports emissions for new, used, or repaired parts, helping insurers and shops adopt greener practices.

If adopted broadly, Solera’s platform could cut claim processing time from hours to minutes, lower administrative costs, and align insurance operations with sustainability goals, pressuring competitors to modernize or lose market share.

Original Description

Motor insurance claims haven’t changed much in decades — until now.

At ITC Vegas 2025, Bill Brower, Senior Vice President of Claims at Solera, explains how AI and automation are transforming the claims journey through “touchless” digital experiences.

With more than 35 years in insurance, Brower describes how traditional claims processes still rely on phone calls, manual data entry, and multiple handoffs — creating friction for customers and inefficiency for insurers.

Solera’s approach replaces this with a mobile-first, AI-powered workflow.

Key topics include:

• What “touchless claims” really mean

• Mobile first notice of loss (FNOL) via QR code

• Guided image capture and VIN recognition

• AI-generated repair estimates from photos

• Intelligent triage for total loss vs repair

• Automated shop and rental booking

• Reducing claim cycle time from weeks to minutes

• Measuring carbon impact of repairs

• Using recycled vs new parts for sustainability

Using Solera’s Capture Estimating and AI tools, customers can report an accident, upload images, receive an estimate, book repairs, and arrange a rental — all in one digital flow.

The platform’s intelligent triage predicts repair outcomes in seconds, while AI-assisted estimating gives adjusters validated, line-item repair plans instead of starting from scratch.

Solera also applies AI to calculate the carbon footprint of each repair decision, helping insurers reduce both emissions and claim severity — keeping premiums lower while supporting ESG goals.

This interview is essential viewing for insurance executives, claims leaders, repair network managers, and insurtech professionals focused on speed, accuracy, and sustainability in motor claims.

Explore how Solera is setting a new standard for digital motor claims:

https://ffnews.com/fintech-tv/event/event-videos-2025/itc-vegas-2025/solera-ai-and-the-new-standard-for-motor-claims/

@insuretechconnect3879 @SoleraHoldingsInc