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Elama Kindlustus is the first in Estonia to introduce a digital claims handling booking system

Elama Kindlustus is the first Estonian insurance company to allow clients, when reporting vehicle damage on the website, to also book an appointment for presenting the vehicle at a repair shop. The new solution enables claims handling to be carried out significantly faster and more transparently than before.

Digital booking allows choosing the repair shop and appointment online
With the web-based booking system, clients can select a suitable car dealership or repair company and quickly reserve a time for damage assessment. The Elama damage report displays the nearest partner repair shops, allowing clients to book without making additional phone calls. A map view of available repair shops is also shown, making it easier for clients to navigate to the selected repair shop. As a result, the time spent handling a claim is reduced.

By adopting online booking, Elama Kindlustus has created a nationwide network of car dealerships and specialised repair companies. Bookings are registered automatically, and clients also receive reminders via SMS.

Key benefits of the solution:

• Possibility to independently book a damage assessment appointment online.
• Choice of repair shops based on location and availability.
• Automatic notifications and reminders about bookings.
• Bookings can be changed or cancelled if needed.
• Personalised bookings reduce waiting times when visiting a workshop.

According to Elama Kindlustus Head of Claims Handling, Jarmo Nõlvak, the goal of implementing the solution was to simplify the initial steps of the claims process for clients:

“We wanted to reduce the client’s need to make phone calls and speed up the flow of information between all parties. The new solution enables booking damage assessment appointments quickly and transparently – this is an important step in modernising the entire claims handling process,” said Nõlvak.