Category Archives: Customer Service

What Can Insurance Carriers Learn from Comcast and Verizon?

We live in interesting times. The ever-increasing rate at which technology broadens our horizons has never been so apparent, and our world seems perched on the cusp of incredible change. Each new day brings fantastic new technologies that change the ways we interact and ...

Fast Track Claims are Back!

The concept of Fast Track handling was one of the hot topics in 2008-2009. This was the time when new customer service models along with emerging technology began to make its way into the insurance industry. Since then, Fast Track claim initiatives have been in a flux primarily ...

A Better Way to File Insurance Claims

Have you ever had difficulties filing a claim? There is no doubt that the claims process can be inefficient, time consuming and even frustrating. Claims handling is a collaborative, multi-step process that can present many challenges along the way. Think of it like a relay race. ...

The Value of Real-time Video in Automotive Industry

There are several reasons to adopt a technology in any industry. Technology either provides the benefits of generating revenue, delivers higher levels of efficiency by reducing costs, or it helps minimize the risks. In rare scenarios, a single technology can deliver all three of ...

Increasing Customer Satisfaction in Claims

A recent article posted on Insurance Networking defines increasing customer satisfaction being a top concern for Property and Casualty Insurance Executives, followed by promoting growth, and reducing costs. Referencing a 2014 study conducted by Genpact, the article quotes that ...

Scaling the Damage Appraisal Process

The insurance industry is well known to be conservative and is generally deemed slow to adopt new modern technology. However, recently, one technology began triggering fast adoption even in the insurance area, and for several reasons. This technology is the mobile real-time ...

Improving Collision Sales Enablement

If we look into the sales process for any collision repair facility, the most common sales model that exist involves selling of the repair service on site. This means that an owner of the vehicle has to come out to the shop in order to inquire about repairs, get an estimate, and ...

Web Conferencing at FNOL? Think Again.

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 ...

Boosting the Claims Process Efficiency

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 ...

5 Ways to Improve Customer Satisfaction Post Claim

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.  ...