How Glasscare's AI damage assessment and SMS integration cut claims time across 10 countries

Even with strong partnerships in place, accurate damage assessment was happening too late in the claims process.

Insurers and service providers were under increasing pressure to hit repair percentage targets, reduce unnecessary replacements, cut down failed visits, and give customers a better experience. The old manual assessment approach wasn’t cutting it anymore.

Engineers would show up to jobs without full visibility of the damage type or repair requirements. Insurers lacked confidence in remote validation capabilities. Customers waited days for assessments. And the cost per claim stayed stubbornly high.

“We knew we needed to remove friction from our claims process if we wanted to keep customers happy and reduce insurer costs,” says Graham Clarke, Managing Director at Glasscare Ltd.
The challenge intensified when Glasscare started scaling internationally. Setting up consistent damage recognition and assessment processes across multiple countries, with different insurer criteria, local requirements, and support needs, added serious complexity.

They needed a solution that could deliver fast, accurate windscreen damage assessments at scale, anywhere.

AI meets SMS for smarter claims

Glasscare built an AI-powered windscreen damage recognition platform and needed a simple way to get damage images from customers fast. That’s where Dotdigital’s SMS API came in.

The workflow is straightforward: when a claim is logged, Glasscare’s system triggers an automated SMS via Dotdigital asking customers to upload photos of their damaged windscreen through a simple web-based application.

Once submitted, Glasscare’s AI engine analyzes the images instantly to:

• Identify damage type and characteristics
• Determine whether repair or replacement is required
• Apply insurer-specific repair criteria
• Support fraud prevention and policy validation

The SMS layer drives customer engagement. The AI platform delivers intelligent damage assessment. Together, they create a frictionless claims experience.

By the time an engineer is scheduled, the repair decision has already been made with clarity and confidence.

Built for speed and scale

From a development perspective, the integration was refreshingly straightforward. Simple REST API calls over HTTPS with basic authentication. No complex dependencies or over-engineered features.

“The full end-to-end implementation can be completed in just a couple of hours,” Glasscare’s team notes. “It’s deliberately lightweight.”

That meant rapid deployment across new markets without disruption to existing claims management systems. And once live, minimal maintenance required.

Dotdigital’s technical team supported the international rollout, helping navigate setup complexities in each country.

“Dotdigital were instrumental in getting the product off the ground internationally,” the Glasscare team says. “Their knowledge and after-sales service were second to none, particularly in navigating the complexities of setting up the service in each country.”

Support that scales with you

“Our Customer Success Manager has consistently provided outstanding support,” the team says. “Always available, responsive, and proactive in ensuring success. Nothing has ever been too much trouble.” That consistency matters when deploying AI-driven automation across borders with different regulatory requirements in each market.

Proven at serious scale

The combination of AI damage recognition and SMS automation delivered measurable impact:

• Used more than 2 million times, the service is proven at serious scale
• Successful deployment in over 10 countries, including Australia, the US, Italy, Denmark, the UK and Ireland
• Increased repair percentages, helping companies consistently meet insurer targets
• Fewer failed visits, engineers arrived fully informed about damage type and repair requirements
• Reduced cost per claim through faster assessment and better resource allocation
• Improved customer satisfaction, driven by immediate engagement and faster resolution

“One customer summed it up: “Submitting damage photos instantly saved me days of waiting. My windscreen was replaced within 24 hours.”
For insurers, remote validation became reliable. For service providers, scheduling became more accurate. And for customers, the whole experience just worked better.

Glasscare continues to expand its AI-powered claims platform internationally. They’re currently testing WhatsApp integration for customers in South Africa, exploring richer multimedia engagement alongside SMS.

With a proven model combining intelligent damage assessment and automated customer communication, they’re looking forward to working with Dotdigital as they scale into several new markets.

Key takeaways

• AI-driven automation needs simple customer engagement, SMS provides that frictionless gateway
• Remote damage assessment scales when the tech is lightweight, rapid deployment across markets becomes possible
• Intelligence and simplicity win together, sophisticated AI analysis paired with straightforward customer communication
• Partnership matters at scale, consistent technical support enables confident international expansion