When disaster strikes a swift response is needed

Whilst a significant proportion of companies and individuals may never make a claim on an insurance policy, if disaster strikes customers expect insurers to honour their commitments.

A number of critical points in the claims handling process colour a customer’s perception of the service offered by an insurer. These include the time taken to acknowledge the claim, assemble the information required for processing and settle the claim in full.

One of the primary causes of customer dissatisfaction with Insurers is the failure to demonstrate concern and understanding at a time when they distressed.  For this reason Insurers aim to anticipate their customers’ need for support by using location based information to:

• Track forecasts of extreme weather 
• Monitor social media to build up a picture of potential incidents
• Contact customers potentially at risk
• Deploy teams to assist customers to complete claims
• Activate teams of builders and specialists to sort out immediate problems

In many instances claims handling teams are able to process claims with the minimum amount of intervention using “auto-claims” processes based on location-based analysis. Provided the claim falls within the area affected by an incident and its value is within house-limits a quick turn round can be achieved, enhancing customer satisfaction.

Claims management is a hugely important part of the work carried out by insurers and most customers emerge from their experience glad that they took the time and trouble to protect their property and livelihood.