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 their long-term reputations. I know this firsthand because my husband and I had a major homeowners claim due to a significant hailstorm this year (deemed a catastrophe due to extent of damage in the region). It was our first homeowners claim ever!
Applying the right customer experience and technology solutions at this volatile stage has the ability to take a traumatic, frustrating experience and turn it into a positive, loyalty-building experience. Exceeding expectations is vitally important. What may be most important, however, is clearly shepherding people through the process from first notice of loss through complete restoration. Read more
Director, Market Research and Content Development