How Listening to Customers Has Shaped Our Innovative Claims Solutions

Alpine Intel core values include focusing on innovation, making hard things easy, and remaining driven to achieve. To embody these, we listen to our customers to prioritize their needs and create solutions. This customer-centric approach has earned one of Alpine Intel’s brands, National Fire Experts, the 2024 PropertyCasualty360 Insurance Luminaries recognition for Claims Innovation. This is the second year an Alpine Intel initiative has received the award. While this honor is a testament to our efforts, it also demonstrates what Alpine Intel’s suite of services does, and will continue to do, to create change for the betterment of the insurance industry.

The 2024 PropertyCasualty360 Insurance Luminaries competition recognizes those businesses, programs, and individuals who continue to push the insurance industry forward through technology, risk management, coverage, claims innovation, or innovation in workplace culture.

In 2023, Alpine Intel embarked on customer-focused research to determine how to improve fire origin and cause investigation services and establish the next phase of fire reporting.

Among the pain points we heard was the amount of time it took for fire investigators to visit the site. More than 60% of respondents also noted inconclusive reports.

National Fire Experts (NFE), formerly Donan Fire Investigation, launched in January 2024 to specifically address these needs and has already proven to:

• Improve time to site and report delivery speed;
• Provide actionable information related to fraud, arson, and subrogation potential;
• And empower carriers and attorneys with the knowledge of plausible causes, evidence collection, and next steps.

NFE’s establishment was an answer to insurance professional concerns about long cycle times and inconclusive reports. These enhanced reports have the most plausible cause and origins, other potential scenarios, and next steps.

Since launching the service with enhanced, detailed reports and a summary of conclusions page, 63% of survey respondents found reports more useful than previous ones, and NFE has achieved a satisfaction rating of 4.82 out of 5. In addition, the NFE team has decreased average cycle times, contacting clients within 2 business hours and delivering reports, on average, 5 days after a site visit for structural fires.

Knowing time and accuracy are essential for both carriers and policyholders, Alpine Intel emphasizes these not just for NFE but across its entire suite of services.

How Alpine Intel Keeps Listening

Having an Alpine Intel service recognized with the PropertyCasualty360 Insurance Luminaries Award for the second time wouldn’t have been possible without our unwavering commitment to listening to our customers and innovating based on their feedback. We will keep listening.

Communication with our carrier partners, insurance professionals, and attorneys ensures Alpine Intel can receive feedback to enhance services and continue to meet evolving needs.

Regardless of which service line you partner with for conclusive insights, you may be asked how your experience was and if there was anything that could be improved. These survey responses, whether to rate assessment scheduling or service experience, are closely monitored to gain feedback and note if any enhancements would make for an even better solution for our customers.

Surveys following all monthly public webinars seek comments on what adjusters are looking for as topics to earn CE credit, content relevant to their roles, or services that could mitigate their workload.

Anyone who has a question or concern following their report delivery may also receive expert support to ensure the best experience and customer service possible for carriers and their policyholders.

Why Alpine Intel Is an Industry Leader

Alpine Intel’s focus on innovation to help the claims assessment process go smoothly and quickly has garnered the attention of others and earned the reputation as an industry leader. This recognition is not just evidence of our achievements but also motivation to continue pushing boundaries and setting new standards in the insurance industry.

Through our operating brands, HVACi, StrikeCheck, National Fire Experts, Donan Engineering, Component Testing Laboratories, and VRC Investigations, we are respected as the industry leader for our scale and our track record of conducting expert, specialized, and accurate investigations nationwide.

Our objective results provide significant value for insurance companies, TPAs, law firms, manufacturers, corporations, government entities, and captives. At the heart of our success is and will continue to be our ability to deliver comprehensive property and casualty assessments, as well as SIU fraud abatement support and regulatory compliance partnering.

Learn more about how Alpine Intel adheres to its core values, or submit an assignment to any of our service lines to experience them for yourself.

Alpine Intel’s content is meant to inform and educate readers using general terms and descriptions. They do not replace expert evaluations that determine facts and details related to each unique claim.