Taming The Insurance Claim Experience

There are few events that put more fear into the heart of a policyholder than the sound of screeching brakes or the crack of lightning followed by a snapping tree limb. In lockstep with the notions of immediate peril, the thought that crosses the minds of many policyholders is, "Will my insurance cover this?"

These fears, uncertainties, and doubts about claims get reflected in the choice of channel when filing claims, with most claimants opting to talk to their insurers or agents, either live or in person. But these conversations stymie the execution of a top insurance business priority -- reducing operational costs. To help reduce those costs, carriers have prioritized investments to enable customer self-service, especially for claims. But for all the emphasis that carriers are placing on these online self-service capabilities, their customers are stubbornly sticking with their conversational preferences. So what's behind claimants' reluctance to file their claims online? In this teleconference, Forrester looks at the following questions.

Agenda:

• How do customers want to engage with their carriers across the claims life cycle?
• Where are carriers missing out when it comes to the claims experience?
• How can carriers bridge the claims expectations and delivery gap?

Vendors mentioned: Enservio, Mitchell, Royal Bank of Canada, State Farm, Symbility, Travelers.