Press Releases

Evolving to Meet Private Client Customer Needs Safely During the Pandemic

Sep 11, 2020
  • Nationwide Private Client implements new practices to meet customer needs during COVID
  • Tools for home inspections and claims go virtual with new tech platforms

The current pandemic has changed the rules for how companies do business and interact with their customers, and Nationwide Private Client has risen to the challenge to evolve it’s business practices to better serve customers during these unprecedented times. The ways we’re interacting with customers are changing, but our strength and stability and commitment to a strong customer experience remains the same. While things have changed, we’re more committed than ever to helping clients properly protect their home and most valuable possessions.

Virtual Home Inspections

To help limit the exposure of our customers in their homes, we switched to a completely virtual home inspection model for Private Client customers in March. This allows us to continue to conduct home assessments to better determine proper replacement costs and provide personalized risk avoidance and safety recommendations in the social distancing era.

“Our fully digital home inspection model is evolving quickly to find new ways to meet our customer needs,” said Crissy Seals,  sr. director of Nationwide Private Client’s risk solutions team. “The virtual deployment changes we’ve made are a new experience for some customers, but ultimately it can save them time and provide speedier results.”

And we have plans for an even better home inspection experience. Later this year, the team is launching a new video collaboration tool called GuideSteam360. When available, the client will schedule a time at their convenience and join a video call with a risk solutions consultant, walking through their home in real time, allowing the consultant to assess the home to provide immediate feedback.

Filing a claim virtually

When something goes wrong and  clients need to file a claim, they can’t afford to wait for the end of the pandemic or take a safety risk. That’s why we’ve introduced a new tool called ClaimXperience, which allows us to connect clients or their contractors with Nationwide Private Client’s claims team via video collaboration. This technology permits the claims team to view damages and help guide clients through the claim assessment process so they can scope the loss over the phone. In addition to video capabilities, ClaimXperience provides other ways for sharing additional information that is important to the claims process, including pictures and documents.

“Weather-related claims and accidents are not stopping because of the pandemic, and we don’t want anyone to hesitate if they need to file a claim. The virtual experience makes it easy and it’s actually improving the timeliness of settlement for many customers,” said Tom Drewry, Nationwide Private Client associate vice president of claims.

Another way we’re making it easy to file claims virtually is with a new photo app called Hover. This app provides step-by-step instructions to walk customers, field associates or contractors through the process of taking photos of exterior home damage. The Hover app then converts the photos into 3D renderings of the home which are provided to the adjuster. The app uses an algorithm to convert to-the-inch measurements of roof pitch, windows, surface areas and other openings. This then provides a report with detailed measurement of the home, allowing for an estimate to be completed quickly.

Looking ahead

We’re excited to use these virtual tools and see how they’re shortening claims cycle times, speeding up settlement and improving customer satisfaction. While the virtual model does not fit all client needs, Nationwide Private Client recognizes that we must respond to the realities of COVID-19 and evolve our processes to meet the demands of our customers and partners during these unprecedented times.


If you have any questions, please contact your agent or our Private Client Solutions Center at 1-855-473-6410 (Monday–Friday 7 a.m. – 8 p.m. CT).

Nationwide Insurance® Company
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