La digitalización de la peritación: videoperitación -Artículo de opinión de Evealdo Arquero (director de Operaciones y Redes)

Hace poco más de cuatro años que, en los ramos Multirriesgo, se inició este proceso de videoperitación siguiendo la estela del mundo del automóvil. Al principio, su viabilidad técnica y tecnológica fue cuestionada por muchas compañías aseguradoras y por una amplia representación del mundo pericial.

Todo esto provocó que su entrada en el mercado fuese muy lenta, y solo algunos visionarios se dieron cuenta de que era el futuro y que este servicio venía a “complementar” la peritación presencial y, por ende, la gestión de los siniestros.

La videoperitación, como consecuencia de las actuales medidas de confinamiento y la imposibilidad de realizar visitas presenciales, ha crecido en estos últimos meses de forma exponencial, pasando a ser un servicio utilizado masivamente tanto por las compañías de seguros (muchas de ellas sin protocolos establecidos) como por peritos que no tenían herramientas ni experiencia alguna para prestar el servicio.

Pero este uso masivo, y a veces sin mucho control por parte de las aseguradoras, puede ser contraproducente a la hora de sacar conclusiones sobre la utilidad de la videoperitación y las mejoras que puede aportar a la gestión de los siniestros.

Como cualquier servicio, de cualquier sector, necesita de unos medios tecnológicos adecuados, de unos protocolos de trabajo que regulen las interacciones entre los distintos actores que intervienen (compañías aseguradoras, peritos, reparadores e, incluso, asegurados) y tan importante como lo ya expuesto, de verdaderos profesionales de la peritación.

De nada sirve tener un aplicativo de última generación cuando no se tienen claro los procedimientos a seguir y la persona que realiza la videoperitación no tiene los suficientes conocimientos técnicos para aplicarla y, en algún caso, ni el convencimiento profesional de la valía del servicio.

Finalmente, me gustaría dejar claro que NO todos los siniestros son susceptibles de ser videoperitados, y que si, realmente se quiere prestar un servicio de calidad, hay que remunerar convenientemente ese trabajo. Al fin y al cabo, un siniestro que pueda ser videoperitado y realizado por un profesional cualificado, tiene el mismo trabajo y la misma calidad que una peritación presencial, pero sin el coste de un desplazamiento.

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