The Insurance Blame Game

I recently ran across an article in Insurance Networking News highlighting a report by J.D. Power and Associates entitled the ‘2012 U.S. Auto Claims Satisfaction Study.’ The report reflected the lowest customer satisfaction scores related to auto claims in 3 quarters. The reason behind this drop…a delay in policyholder reports of claims as a result of the holiday season, causing a longer processing time. So, who is actually at fault for this decline?

My guess is there are various opinions and reasons as to why reports of claims were delayed…busy schedules for policyholders, lack of resources from the carrier side, and so on. But, what if you, as the carrier, could actually take a step back and evaluate your customer service approach? What if you offered your policyholders ease of business 24-7, 365 days a year by changing how you communicate with your insureds? From the carrier perspective, this would limit complaints on lack of availability, while offering a competitive advantage.

Taking advantage of technology offerings could help cut down on lack of carrier availability no matter what time of year. Just a few ideas to consider:

  • Self-service IVR options for premium payments and claim status updates
  • Mobile applications for instant access to claim reporting tools
  • Follow-me capabilities to route high priority calls to adjusters and supervisors no matter where they are located

At the end of the day, as the insurer, customer satisfaction declines will always point back to your business. There will never be a way to satisfy every single policyholder. However, continuing to make improvements to your customer service strategy will always help encourage positive response and results from your customers and your overall business performance.  

Jennifer Wilson
@jennleewilson