Market Analysis in Automotive Claims Management: A Research Project on the Future of Expert Services
The automotive claims industry is undergoing rapid transformation as digital technologies, new mobility trends, and rising expectations around efficiency and transparency reshape the way insurers, fleets, and service providers operate. To better understand these developments, the E-Commerce Institute Cologne and the IU International University have launched a comprehensive academic research project examining the future of expert services in automotive claims management. The study aims to provide independent, scientifically grounded insights into evolving market dynamics, technological innovation, and the shifting role of human expertise in modern claims processes.
Introduction to the Research Project
The automotive claims sector is undergoing a profound transformation driven by digitalization, new mobility concepts, and increasing expectations regarding efficiency, transparency, and customer experience. Particularly within the field of external automotive expert services, processes, decision-making mechanisms, and business models are changing at an unprecedented pace. Against this backdrop, the E-Commerce Institute Cologne, in cooperation with the IU International University, is conducting a comprehensive research project to analyze the future of expert services in automotive claims management. The study, led by Dr. Richard Geibel and Annalena Sommer, combines academic methodology with practical industry insights to create a scientifically grounded view of current market dynamics.
The goal of this research is to systematically examine how insurers, fleet operators, and service providers interact within the claims value chain and how technological innovations—especially AI-powered pre-assessment, remote inspections, and automated validation processes—reshape the role of human experts. Through qualitative interviews and a structured market analysis, the project aims to provide a neutral and data-based understanding of how the market is evolving and which competencies will be critical for future success.
Objectives and Relevance of the Market Analysis in Automotive Claims Management
The primary objective of this academic study is to gain a nuanced understanding of decision-making criteria, current challenges, and future expectations in automotive claims management. A growing body of recent research by industry organizations and regulatory authorities—such as GDV, BaFin, and international consulting firms—indicates that while damage frequency is gradually decreasing, the complexity and cost of claims are steadily rising. At the same time, insurance companies and fleet operators are increasingly experimenting with digital tools, ranging from photo-based AI estimations to video inspections and data-driven process automation.
In this context, the study examines the evolving relationship between digital solutions and traditional expert evaluation. The central research question focuses on the future relevance of human expertise: To what extent will certified experts remain essential in an era of increasingly automated assessments? In addition, the study explores how digital integration, transparency, and process efficiency influence the selection of external service providers, and how market players evaluate their willingness to switch or test new providers.
Understanding these dynamics is crucial for stakeholders across the value chain, as digital ecosystems—such as integrated workshop platforms, insurer-led claims networks, and AI-driven service providers—continue to gain importance. The findings of the research project aim to support both industry practitioners and academic discourse by contributing to a deeper understanding of these developments.
Methodological Approach and Structure of the Expert Interviews
To ensure scientific rigor and neutrality, the research project follows a qualitative interview design based on the methodological guidelines of the IU International University. All participants—ranging from insurers and fleet operators to expert organizations and digital service providers—are informed that the purpose of the study is purely academic. This approach ensures unbiased and open responses, independent of the commercial interests of individual market players.
The interview structure covers several thematic areas: decision-making behavior, cost structures, expectations regarding service quality and process integration, and future-oriented topics such as artificial intelligence, remote assessment models, and digital ecosystem strategies. A special focus lies on identifying which technological and procedural innovations experts consider most relevant for the next five to ten years.
Early insights from the interviews suggest that hybrid models—combining automated pre-analysis with qualified human evaluation—will likely become the dominant standard. At the same time, rising complexity in areas such as electric vehicles, battery diagnostics, and specialized damage scenarios underscores the ongoing need for certified experts with advanced technical qualifications.
Key Research Themes and Initial Observations
The research examines why insurers and fleet operators continue to rely on external experts, which selection criteria dominate their decision-making, and what factors create or reduce switching barriers. Speed, transparency, digital integration, and consistent quality assurance appear to be the most influential criteria across all segments. At the same time, demand for specialized knowledge—particularly in complex or high-value cases—is becoming increasingly important as automotive technologies evolve.
Another central theme is the growing importance of claims ecosystems. Digital platforms, workshop networks, and insurer-led systems are reshaping market structures and redefining the role of independent expert organizations. The study therefore analyzes how these ecosystems influence service expectations, competition, and collaboration models.
Importance for the Industry and Outlook
The research project not only contributes valuable insights to academic literature but also provides practical implications for insurers, fleet operators, expert networks, and technology providers. The final report will offer data-based recommendations on how expert services can remain competitive and future-ready in a rapidly digitalizing environment.
In the coming weeks, additional interviews will be conducted to enrich the data foundation with diverse industry perspectives. The E-Commerce Institute encourages professionals from the insurance, mobility, and claims sectors to participate in the study and actively contribute to the advancement of scientific understanding in this important area.