White Paper

What Drives Customer Satisfaction Scores in Claims?

Analysis Reveals What Differentiates 1-Star and 5-Star Claims Experiences

To better understand what drives claims consumer satisfaction, we analyzed nearly 25,000 1-and-5-star customer survey responses from more than 50 of our P&C carrier partners in Hi Marley’s database to reveal the biggest drivers of optimal and sub-optimal claims experiences.

This report explores key findings and the potential impact on carriers and claims customers, including:

The four primary drivers of high or low satisfaction scores
What differentiates a 1-star vs. a 5-star claims experience
Examples of carriers driving 5-star claims experiences
How carriers can improve their approach to customer service
Outlook on the future of claims and customer experiences
Additional industry trends and research

Download the White Paper

The primary drivers of 5-star claims experiences

With policyholder churn ranging from 10-16%, raising the bar in customer service and exceeding expectations are must-haves.

Carrier and CX Insights: Why Customer Satisfaction Matters

Customer Acquisition Costs 9x More than Retention

Improving customers’ satisfaction remains a top priority for insurance carriers.

41% of Policyholders Switch Carriers After One Claim

That number jumps to 83% if they are dissatisfied with the experience.

Carriers Spend Up to $900 for Each New Customer

A positive claims experience can turn a policyholder into a customer for life.

What Drives Customer Satisfaction Scores in Claims?

Analysis Reveals What Differentiates 1-Star and 5-Star Claims Experiences

Carrier and CX Insights: Why Customer Satisfaction Matters

Customer Acquisition Costs 9x More than Retention

41% of Policyholders Switch Carriers After One Claim

Carriers Spend Up to $900 for Each New Customer

Related Content

What Can Carriers Do to Turn 4-Star Claims Experiences Into 5-Star Experiences?

Moments that Matter

Voice of the Policyholder Survey: FNOL’s Impact on Claim Satisfaction