Recent Posts by Lian Schmidt

The Most Important Metric in Claims

Managing customer service means tracking a large number of metrics on a regular basis. In the insurance industry, however, there is one metric that has a much higher value than any others. It is customer satisfaction of the customer post claim. Keeping track of this metric is ...

Evolving the Concept of Esurance Video-Appraisal

If you have stayed on top of insurance news or watched recent TV ads, you must remember a new novelty Esurance applied in the claims industry by delivering a new concept of Video Appraisal.  Released over 6 months ago, Esurance Video-Appraisal is a feature within Esurance mobile ...

CAT Adjusting a Modern Way

Imagine a homeowner whose life has just been rocked by a major weather event. Assuming that everyone is safe and the only thing that suffered damage was the property, what would be that customer’s biggest need? Most would answer this question with “quick help” or “immediate ...

Top 3 Technologies for Insurance Adjusters

Technology has been changing our lives and how we perform our daily activities. It has come time for the claims industry to be the next in line to be revitalized with modern injection of great, sophisticated, and yet easy to use tech. Here are the 3 technology resolutions that ...

10 Best Customer Service Tips

Customer service is definitely hard to come by in this day and age -- especially because many interactions take place over the phone or internet. An impressive 83% of UK business leaders feel that customers are the biggest driver of change and are the biggest pressure point for ...

5 Tips and Tricks to Improve Customer Satisfaction

Ever experience really lousy customer service and wonder why that company doesn't make some serious changes? Make sure you aren't that company -- always seek ways to improve customer satisfaction. Any business's success rides on quality customer service interactions. Studies ...