Claims Experience Critical for Customer Retention

For many adults in the United Kingdom, insurance is a “grudge purchase” — bought to insure against the possibility of something unfortunate happening — and the value test is the customer experience at claim time, according to “The Reality and Opportunities in Claims Management: Consumer Experiences in the United Kingdom,” a new report from Celent. The report is based on primary research on UK customers’ claims experiences and offers an examination of customer expectations, considers what is important from the customer perspective during the claim process, and offers views on fraud, preferred interaction methods and customer loyalty.