It’s no secret that technology and automation is transforming the insurance market. Social media, telematics and analytics are playing a central role in the insurance lifecycle from marketing to underwriting to claims. When it comes to the claims process, automation is a game changer. Whether it’s an auto customer snapping photos of their damaged vehicle and initiating a claim via an app, or an appraiser using a drone to inspect damage on a home, data is simplifying and expediting the claims process.
In my article on InsuranceThoughtLeadership.com, The Connected World: How It Changes Claims, I discuss the Future of Claims panel I led at the LexisNexis Customer Advisory Meeting in September. During this enlightening discussion, we covered findings from the 2018 J. D. Power Claims Customer Service Survey, and how they fit into four major themes:
- Show Empathy―“Listen to Me”
- Streamline Customer Communications―“Simplify for Me”
- Improve Service Speed―“Prioritize Me”
- Optimize and Balance Self-Service Options―“Empower Me”
From our discussion, it is clear that as the insurance industry continues to advance in claims automation, these four customer expectations should be front and center to ensure greater customer satisfaction and retention.
The panel discussion and audience poll answers confirm that delighting customers at time of claim is all about listening to, simplifying for, prioritizing and empowering them.