Customer Service Trends: The COVID Grace Period is Over (Canadian Underwriter)

Customer Service Trends: The COVID Grace Period is Over

  Wednesday, May 19th, 2021 Source: Canadian Underwriter

With the end of the pandemic now a distinct possibility, Canadians are expecting the property and casualty insurance industry to up its game in customer service, industry execs observed in a recent webinar.

‘The move to digital [in March 2020] was so immediate and so abrupt that…it wasn’t done flawlessly,’ Nathan LaFayette, chief insurance officer at CAA, said during the Reuters webinar Tuesday.

‘Because of the quick pivot to digital in the industry, customers had a lot of patience….If you answered the phone, if you were able to get digital copies [of insurance documents] out, if you were able to handle their inquiry…they were happy.

‘I think what we’re seeing is that people’s patience is running out. That window of forgiveness is closing.’

When the World Health Organization first declared COVID-19 to be a global pandemic in March 2020, governments across Canada ordered the closure of non-essential services that could not work from home. That sent Canadians — and the P&C industry — into a 14-month-long period of working remotely to help contain the spread of the virus.

  Read Full Article
SOS Ladder AssistMid-America Catastrophe ServicesBullseye Adjusting & Associates LLCSupportive Insurance Services

  Recent Provider Listings

Serving California Statewide
California Fire Investigations
Serving Orange & Surrounding Counties
Florida Contents Inventory And Valuation Services
Serving California & Nevada Statewide
California Adjusters