Innovation Group: Committed to an Insurance Revolution
Innovation Group delivers tech-enabled services to insurance companies, fleet managers and automotive manufacturers. With a presence across the US, UK, Europe, South Africa and Australia, the company has been investing in its Gateway platform to future-proof insurance claims technology.
James Coggin, Innovation Group’s Chief Technology Officer, holds responsibility for technology and digital transformation globally. He explains how the company’s vision is to place a digital platform at the centre of the repair ecosystem to ensure that all parties, including the insurer, body shop and driver, have all the information required to ensure repairs are completed in the best possible way.
“A key part of this is to provide transparency to all of these parties,” James explains. “The platform provides updates to stakeholders as required, and also provides drivers with a self-service link. This gives the customer access to a dashboard showing the key information about their vehicle and the repair.”
Gateway platform: Improving customer satisfaction
James explains that, historically, if a customer required a vehicle repair, they would have dealt with their insurer and vehicle body shop, often via phone calls. That includes reporting their incident, checking if a repair has been approved and asking for status updates and completion target dates for repair.
“The process relied on manual and time consuming check-points, whereas in other areas of their lives, customers were already used to transparency,” James notes. “For example, when ordering from meal delivery apps, customers can see where their order is and the expected delivery time, and this in turn provides peace of mind.”
That platform has now reached significant scale, with over €1.25bn (US$1.31bn) of repair value processed in Germany across more than 500,000 orders.
“With regard to the product suite, following the launch of our Gateway Motor Repair product, we recently launched a new Gateway Fleet Repair product and it’s exciting to see the product set continue to grow,” James says. “We have a number of exciting new product launches planned for 2025.”
When launching new products and features, Innovation Group has built a culture of launching new features quickly, learning from MVPs and pilots.
“This was a cultural change which had to be adopted by both technology and the wider business,” James explains. “Moving away from a waterfall software development mindset was one of the key changes made at the start of this journey with Gateway. We have seen a lot of success in this area, and it is now firmly embedded in the organisation.”
Confronting the next era of digital transformation
For Innovation Group, digital transformation has included a wide range of initiatives in addition to launching the Gateway platform.
“Firstly we embarked on a cloud migration program across the global organisation,” James says. “We centralised the technology team, modernised our tech stack, upgraded networks and introduced a new SaaS voice platform.
“As a company we deliver tech-enabled services to our clients and we support the business with the technology needed to successfully deliver for clients.”
Looking ahead, James sees a range of exciting opportunities for the company and for Gateway, including continuing to enhance the platform with Gen AI, and focusing on bringing the platform to new business lines and markets.
To read the full article in the magazine, click HERE.
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