Using Catastrophes to Rethink Claims (Part 3)
Claims is the most emotional segment of the insurance value chain. Because it is the primary point of brand promise, and because it is so emotionally charged, it is also the point at which insurers can affect customer experience, loyalty and long-term reputations. I know this firsthand because my husband and I had a major homeowners claim because of a significant hailstorm this year (deemed a catastrophe as a result of the extent of damage in the region). It was our first homeowners claim ever!
Tara Dilzer Alexander
Director, Marketing Communications and Creative Services