Save or Share this Report

For eBusiness & Channel Strategy Professionals

Taming The Insurance Claim Experience

An Integrated Channel Claims Strategy Improves Experience And Reins In Costs

May 11, 2011

Primary author headshot


Why Read This Report

Claims are a big deal to both insurers and customers. It's an emotional time for claims customers, and costs and processes can go off the rails, affecting a variety of key insurance business metrics and leaving unhappy customers in the wake. What's behind the claims problem? Poor information sharing and customer communication across channels. This report discusses how customers file their claims and why, satisfaction with carrier claims processes, and best practices for creating multichannel claims strategies that address the need to control costs while improving customer satisfaction with the claims experience.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

Purchase Report

This report is available for individual purchase ($499 USD).


Tools And Templates

Models and Calculators

calculator icon
  • Human Channels Are The Top Choice When Initiating A Claim
  • Uncertainty And Security Big Factors In Driving Claimants Away From Online Claims Filing
  • Ability To Check Claim Status Online Reassures Claimants

Table of Contents

  • Claims: A Big Challenge For Customers And eBusiness Teams
  • Carriers Invest In Building Better Claim Experiences: Three Mini Case Studies

  • Get Serious About Creating An Integrated Claims Channel Strategy
  • Supplemental Material
  • Related Research Documents

Recommended Research