Brokers want better communication and more of a personal touch from insurers when dealing with complex claims, as that is where insurer value can shine through.
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For respondents, the overall smoothness of the claims journey was the most important factor, especially for simple claims. Further feedback was that they would appreciate more regular communication from insurers' claims handlers, and even more so over the phone or face to face or through chat mechanisms, rather than through emails.
Additionally, the brokers surveyed welcome insurers being flexible and providing access to experts when required.
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'Brokers are constantly looking at where they can add value to the insurance process for the customer, and complicated or particularly large claims are instances where they really prove their mettle.
'Brokers want to be able to connect to insurers directly when it comes to claims. The industry, as a whole, has to focus on communication throughout the claims process by offering more contact, with regular updates on timelines and progress.'
'Since launching the Claims Hub in 2020, allowing brokers to notify and track motor claims,
'Digital channels can provide near immediate and self-service solutions for straightforward requests, but for more involved claims, we need to remove friction and delay, providing access to empowered decision makers.
'This reflects the need to be able to respond to the questions the customer will be asking. 'When will my claim be sorted? What stage is my claim at now?' We must be transparent with that information and make sure brokers have easy access to it.'
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Developing these self-serve channels is allowing
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