21st Century Claims: Boosting Efficiency

The voice of the customer has never been so important to business; a growing number of customers now rely on the reviews and experiences of others to help guide their purchasing decisions, and this trend will only increase as millennials make up a greater portion of insurance carriers’ customer bases. This should be viewed as a positive development. Customers, after all, vote with their wallets, and a scenario where carriers provide what customers want (rather than what is best for the carriers) can only drive standards higher. The claims process is where the customer experience can be best affected, so it is no surprise that it is currently in sharp focus.