In the world of UK car and home insurance, and with property claims payouts hitting £6.1 billion in 2025, every minute and every pound spent really does matter. Reactive processes, be they chasing details, scheduling visits, or making repeated calls, add time and cost to resolutions and frustrate customers.
Video elevation changes that by delivering real-time visual insight, transforming claims from guesswork to precision.
Imagine a policyholder in a car accident or dealing with a water leak in their home. They call you, their insurer, distressed and needing a quick resolution so they can get home or cook supper. With video elevation, there is no need for lengthy conversations, questions, descriptions, or miscommunication. The agent simply sends an SMS link during the call, the customer opens it instantly on their camera phone and shares a video of the actual scene with the agent.
From guesswork to got it.
For car insurance claims, this could be game-changing. The agent can see the vehicle damage, road layout, weather conditions, skid marks, and surrounding hazards – all live and all in context. No more piecing together vague descriptions or waiting days for photos that miss key details.
- Immediate triage: Assess severity on the spot. Minor dents? Authorise repair quotes remotely. Complex collisions? Understand the scene with full visual evidence.
- No follow-up farces: Get all the information needed the first time – see the location, take screenshots (with permission), change camera views to get a better picture.
- Faster decisions: Being able to see everything speeds up the assessment, reducing disputes.
AXA UK already uses video for home claims, such as burst pipes, to assess damage in 15 minutes without a loss adjuster visit. If you introduced this service to motor insurance, it could cut engineer callouts by triaging remotely, saving on travel, labour, and admin for each call-out.
Home movies making a difference
Home insurance faces similar waste. In 2025, UK insurers paid out over £1.2 billion in weather claims alone, with average payouts rising. If someone reports a leak, a video can show the extent of the leak and whether it is fixable by the homeowner (perhaps a blocked sink) or whether it requires a professional. It can also be used to see the affected areas and other damage.
Video elevation is more than just theory. From a customer perspective, it reduces the time to resolve issues, improves customer satisfaction, and is easy to use (with the agent still on the phone to talk users through any problems that might be encountered). From an operational perspective, video elevation integrates seamlessly into contact centres, protects customer data and privacy, and is permission-based to ensure compliance and privacy.
Commercial benefits
UK insurers face continual pushback from policyholders and the FCA due to increasing premiums. Much of this can be attributed to rising claims, and can directly help this.
| Benefit | Impact | Potential Savings |
| Fewer physical inspections | 3 – 5% reduction in low-value visits | £millions annually across large businesses |
| Shorter resolution times | Minutes vs days / weeks | Lower handling costs (admin, calls) |
| Reduction in disputes | Visual evidence cuts arguments | 75% resolution boost via dashcam footage |
| Increased customer satisfaction | Stress-free, fast service | Retention + referrals |
For a mid-sized insurer with 500k claims/year, optimising just 4% via video could save £1.5m+ in avoided costs, and increase your customer and employee satisfaction.
More than just a Hollywood fantasy
Video elevation isn’t a gimmick, it’s a competitive edge. It allows you to understand the complexity of situations visually and resolve them with the appropriate decision, all whilst building trust and loyalty.
Ready to cut reactive waste and boost satisfaction? Contact us today for smarter, faster claims that save time, money, and headaches.