"You must design your claims process with the customer in mind. Here are some questions to keep in mind as you and your team evaluates the claims process:
- Do customers want to go through an old process of jumping through hoops?
- Do customers want to go to your website, download a PDF claim form that isn’t even fillable, print this form, fill it out and then mail it in, only to receive a five- to eight-page claim packet two weeks later that they feel will need an attorney to complete? YUCK!!
- What kind of experience are you presenting with a process like this? Would you want to go through this experience?
- More importantly, do you think you will ever have a chance to sell this customer any of your products in the future?
- What is your customer acquisition cost if you could retain this client with a great customer experience?
Brent Williams 3.5 Things to Know About Claims Systems April 2 2018
Customer UX is also a result of more than just processes however. It is about orchestrating all the participants involved in settling the claim: -
- Those inside the insurer or broker from claims handler to fraud and investigators
- External contractors and suppliers
Too few insurtechs only tackle customer UX and automating claims processes. make sure they include a comms and orchestration hub and better still digitised claims services like "WeGoLook" and 360ClaimsServices
The point is, you must be on a mission to create a better customer experience. Your customers demand it! Today’s consumers expect to have an easy experience. They expect multiple resources to enhance that experience. They want to be able to complete these processes on their time, not the company’s. Updating and maintaining technologies are crucial to an insurer’s ability to capture and retain these technology-savvy customers.