It is often difficult to accurately capture all of the information for a claim settlement. For example, an auto insurance adjuster is unable to document the damage that is hidden and invisible to the naked eye. Only after damaged vehicle parts are removed can additional damage ...
Technology has a way of creating new markets and eliminating others. This is called disruption. Learning from the past, the experience with travel agents being replaced with online destination and booking websites, online and electronic books eliminating much of the brick and ...
Seems every insurance carrier has their sights set on improving the efficiency of FNOL operations. Many have different initiatives at play simply depending on the state of the internal IT operations. The carriers that managed to get ahead by investing into the right technology ...
Everyone knows the 80-20 rule, yet applying it directly to the claim resolution process, it would be rather easy to point out which claim handling efforts take 80% of time, but produce only 20% of the results. Let’s take it further. The item identified as the answer for the ...
This article is a follow up to a prior article titled The Most Important Metric in Claims. Unlike the prior article focusing in on the definition of the most important metric in claims, this one outlines 5 ways that an organization can do to effectively improve this metric. ...
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 ...
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 ...
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 ...
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 ...
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 ...