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Taming The Insurance Claim Experience

An Integrated Channel Claims Strategy Improves Experience And Reins In Costs

May 11, 2011

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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.

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  • 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

Also in Collection: Digital Insurance Strategy

Table of Contents

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

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

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