Supply chain pressures and labour shortages mean Canada's P&C industry and its suppliers need to focus on communications around claims service to maintain consumer trust and high service levels, insurance executives told a broker conference last week.
Matthew Turack, group president of insurance at CAA Club Group, said when it comes to providing claims service to clients, he chooses to focus on aspects of that experience within his control. That means timely and transparent communications with suppliers.
'The number one priority I hear day in and day out from our brokers, insureds and our partners is to communicate,' Turack told brokers attending the 2022 Annual Convention of the Insurance Brokers Association of Ontario last Thursday.
'Communicate in real time. Be there to answer the phone when I call you. When I email you, respond in a rational, reasonable period of time. Don't take a week or two to get back to me. Twenty-four business hours is reasonable.'
Communication about the claim status must be constant and ongoing, especially during these exceptional times, he added.
