The Digital Innovation Award - Virtual Assist by Codafication

1. V I R T U A L C O L L A B O R A T I O N
T O O L
V I R T U A L A S S I S T. I O →

2. the challenge
Poor customer experience and
satisfaction
High operational costs due to legacy
systems and manual processes
Increased number of fraudulent
claims
For insurers, it’s of the upmost importance to remain competitive and deliver optimal customer outcomes.
Achieving these goals depends on an effective claim management process that is swift, safe, and accurate.
However, one of the roadblocks to this is an inefficient upfront claim triage and poor visibility over your supply
chain. A disrupted, delayed claim process results in:
Limited visibility over your supply
chain and supplier performance
Poor information management
and data capture
Inability to continue to process
claims swiftly during CAT events

3. Virtual Assist removes these roadblocks by empowering your team to
see what your customer or remote worker sees instantly. With secure,
high-definition video streaming, your team can virtually help customers
or verify work in real-time. It works on any smart device, no apps or
downloads required.Virtual Assist makes your triage or assessment more
accurate, fast, safe, and secure, while saving you time and money on
travel.
see what they see, instantly

4.  Easy to use, Virtual Assist consistently
achieves a 9.5+/10 Customer Satisfaction
Score.
 Reduce the claim lifecycle by up to 2 weeks.
 Mitigate risk and increase safety for your
team and customers.
 Guarantee customer data security and
storage.
Improve Customer
Outcomes & Experience
 Complete work remotely.
 Reduce time and costs associated with
travel.
 Triage, verify, or validate any situation from
your desk.
 Increase speed and accuracy of issue and
claim management.
 Automate reporting and data capture.
Drive Efficiency &
Lower Operational Costs
 Drive compliance for your supply
chain.
 Ensure business continuity during CAT
events with a remote or distributed
workforce.
 Comply with any data sovereignty and
security requirements.
 Progress from enquiry to integration in
2 weeks.
Create a Simple, Fast, Secure, and
Scalable Process
Codafication’s flagship product Virtual Assist is a secure,
enterprise-grade virtual collaboration software-as-a-
service. Instantly transform your customer’s device into a
high-definition video, image, and voice streaming and
capture tool.
the solution

5. In response to COVID-19, Codafication has helped Australia’s top insurers and brokers to ensure business
continuity by rapidly digitalising their operations, connected supply chains, and distributed
workforces. Virtual Assist has kept teams and customers safe amidst social distancing and lockdown
requirements, and fast-tracked the upfront claims triage.
 Private cloud
 In-country deployments
 Enterprise-ready
 White-labelled
 Multi-tenancy
 Subscription-based plans
 In-software training
 Powerful workflow
 Rapid deployment
 Security compliant
Powered by Microsoft technology:
• Azure Marketplace
• Azure Active Directory / SAML 2.0
integration
• Azure Application Insights
• Azure Container Registry
• Azure Database for PostgreSQL
• Azure Kubernetes Service
Enterprise features for your entire supply
chain:
business as usual, virtually

6. how it works
1. Send SMS
Connect fast. Simply set up
session, enter your customer's
number, and hit send.
2. Open Link
Your customer clicks the link
to get started. Our technology
is compatible with both Apple
and Android devices.
3. Share Video
Safely stream high-definition
video and sound, and back up
each conversation on our secure
servers with unique job logs.

7. FASTER RESOLUTION
Australia’s largest general insurers have drastically reduced their claim lifecycle by up to 2 weeks.
Before: coordinating on-site visits, unable to verify work
After: virtual assessments, easy verification, visibility over supply chain
HAPPIER CUSTOMERS
A leading water utility streamlined the upfront triage process to categorise issues quickly and correctly. On
average, the public reported a 9.5/10 for both ease of use of Virtual Assist and Contact Agent score.
Before: inaccurately describing water faults over the phone
After: assessing water faults swiftly and accurately with real-time visuals
INCREASED PRODUCTIVITY
One of Australia’s largest facility management services reduced the time to complete a property inspection by
64%.
Before: travelling to every site, manual data entry
After: virtual site visits, one-click reporting and data capture
client outcomes

8. “Virtual assessments have allowed us to quickly scale up our
team and kept things moving for our customers. Following the
recent severe hailstorm in Brisbane around a third of home
assessments have been completed virtually and the feedback
from customers has been really positive…The virtual
assessment technology allowed us to progress claims and
support customers while abiding by social restrictions and lock
down measures.”
Cath Stewart
Suncorp Head of Disaster Response and EventClaims
Suncorp Insurance
Read Suncorp’s articles here and here. Watch Suncorp’s video here.
client outcomes

9. Trusted by leading insurers, brokers, utilities, builders, and more
V I E W T H E W E B S I T E