Analysis Reveals What Moves the Needle in Customer Satisfaction
In today’s competitive market, a 4-star claims experience is not good enough to retain policyholders. Carriers must understand where the experience missed the mark and what they can do in the future to turn 4-star experiences into 5-star experiences.
We analyzed thousands of 4-star claims survey responses in Hi Marley’s database to identify claims with comments that specifically referenced issues or aspects of the claim that, if handled differently, would have resulted in a 5-star rating.
This ebook explores the results of this study, including clear trends and what carriers can do to address these issues.
We analyzed thousands of 4-star customer satisfaction survey responses in Hi Marley’s database and uncovered 1,300 opportunities for improvement.
Opportunity Areas to Improve the Claims Experience
Adjuster Attitude & Approach
Hire, train and retain adjusters who demonstrate empathy and strive to make the claims process as stress-free as possible.
Responsiveness & Availability
Prioritize communication and responsiveness by implementing tools like texting that streamline the claims process.
Process Explanation & Expectation Setting
Ensure the customer understands the claims process and has clear expectations from the beginning of the claim.