Insurance is only as good as the consumer’s experience during the claim’s moments of truth. Positively shaping insureds’ and claimants’ experiences and avoiding churn during the process is critical for carrier success. When it comes to P&C insurance, customer retention is the name of the game.
To help answer this question, Hi Marley, the communications platform improving carrier and policyholder communications,
The data clearly shows the top drivers of positive and negative claim experiences fell into four main categories: timeliness of service and resolution, communication, process effectiveness and adjuster attitude and approach.
Timeliness of service and resolution:
Communication: Clear and open communication is essential. We found
Process effectiveness: Carriers should combine technology-enabled efficiencies with human empathy. At a claim’s moment of truth, no amount of technology or process efficiency can replace an
Adjuster attitude approach: We know that adjuster attitude and approach have the most significant impact on customer satisfaction (driving 46% of five-star reviews and 23% of one-star reviews). Customers want to be treated like people in need, not just a claim number. Carriers with multi-channel communication best practices in place that effectively leverage texting solutions to deliver clear, timely communication with human kindness and empathy will be the winners in driving world-class customer experiences.
When looking to the future of claims and customer experience, implementing the right tools and strategies to improve communication and responsiveness with empathy will pay off. Digital, automation and self-service tools speed up the claims process, ultimately creating a faster, better experience and enhancing customer satisfaction. Increasing automation narrows the number of touchpoints carriers have, making each of those human interactions even more important.
Insurance is a people-oriented, people-focused business, so it’s crucial not to lose the human element. When dealing with people’s emotions and vulnerability in a time of need, nothing can replace empathy. Carriers that implement a hybrid approach combining the benefits of automation and digital transformation, while providing personal touch where necessary will have the best opportunity for claims successes and competitive advantage.