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A shorter and more sustainable journey for Länsförsäkringar's customers


Länsförsäkringar Västernorrland has a rich history dating back to 1844 when fires were common, and the residents of the county came together to replace and rebuild what had been burned down. Since then, issues of economic, environmental, and social sustainability have been essential to Länsförsäkringar Västernorrland’s operations, just like the importance of considering what is best for the customer based on their everyday lives. Therefore, Autonet’s service aligns perfectly with Länsförsäkringar Västernorrland’s customer offering. 



Länsförsäkringsgruppen, which Länsförsäkringar Västernorrland is a part of, consists of 23 locally rooted and customer-owned companies. Operating under the common name Länsförsäkringar, it is one of Sweden’s strongest brands in banking and insurance, consistently ranking high in customer satisfaction. 

“With Autonet’s service, we have been able to save time for both customers and repair shops, resulting in reduced lead times and a smoother experience for customers in their claims process,” says Lennart Törnkvist, Head of Claims at Länsförsäkringar Västernorrland. 
He continues to describe how the collaboration came about:                                                                        

“I previously worked at another insurance company that used a type of photo inspection application, and I told our vehicle claims manager that we should have something similar. So the timing was excellent when Autonet contacted us and wanted to present their solution to us. Autonet’s product was also much better than the application I had encountered before, both in terms of image quality and how responsive Autonet has been in listening to our needs. We have provided suggestions for features and updates to further enhance the customer experience, and Autonet has been able to develop what we requested in a very short time.” 

A swift and speedy process 

What is the process when a claim occurs? 

“When a customer have a claim, they report it to us via phone or the internet. We then contact the customer and inform them that they can easily photograph the damage and submit the documentation directly to the repair shop, instead of having to go there in person. We send them a link, and with a simple click, they enter Autonet’s application; they don’t need to download anything first, just follow the link. They are guided through the different steps and take the necessary pictures.”, says Lennart Törnkvist and continues; 

“When the repair shop receives the photographs, the image quality is incredibly good, allowing them to assess how to proceed immediately. Then, the repair shop contacts the customer and schedules a repair appointment—all without the customer needing to go anywhere unnecessarily.” 

Improved customer experience 

How do customers perceive the app? 

“We have received very positive feedback from our customers, describing their appreciation for the flexibility and simplicity the app provides. For example, they can choose when to show the damage themselves and are not dependent on the repair shop’s opening hours. They also don’t have to take time off from work to travel long distances just to show a minor dent on their car.” 

A win-win-win solution

What improvements have you noticed compared to before? 

“Above all, we have significantly improved the customer experience. In the northern parts of Sweden, distances often come into play, and what makes Autonet’s app fantastic is that our customers can get assistance with their claim without having to travel 5 miles each way to the repair shop to have their damage assessed and then travel another 5 miles back home. They save that time now, not to mention the environmental savings we also achieve through reduced carbon dioxide emissions. The repair shop also avoids spending working hours taking photographs of the damages themselves. So, we have a much more satisfied customer, it becomes easier for both the repair shop and the customer, and ultimately, it becomes easier for us. At the same time, we save time, money, and the environment. It’s truly a win-win-win, I would say!”