When customers call their insurance provider to make a claim or discuss an existing claim, the experience isn’t always smooth. After wending their way through a phone tree, customers often just want to speak to a knowledgeable person about their claim. Many of these interactions flow through a call center, which represents a prime opportunity to improve customer retention. The following are several ways to boost customers’ experiences with insurance claim call centers.
- Give representatives the tools and training they need. Customer service representatives (CSRs) need to feel confident that they can help any customer that calls. The best way to do this is a blend of quick thinking and expertise with systems and tools of the trade. Skimping on training or forcing representatives to work with outdated tools will yield average results at best, which isn’t a great start for improving customer satisfaction or retention rates.
- Foster a positive working environment. Unhappy customers need fast resolutions to keep them from searching for new providers. However, representatives often take the brunt of customers’ anger. Insurers need to make sure they’re taking care of their people as well as their customers. Keeping CSRs in good spirits is vital to processing claims without complaints or delays. Some ideas to boost the office mood include providing snacks in the cafeteria free of charge, raffling off free movie tickets, recognizing performance-based achievements, etc.
- Focus on soft skills. Most customers are hesitant to contact call centers because they don’t want to interact with a robotic CSR. Soft skills such as communication, adaptability, conflict resolution, and more are all vital to successful claims resolution. Call simulations or listening to recorded calls can help CSRs learn how to handle angry or upset customers without losing their cool or coming across as unfeeling.
Many insurers focus on closing cases as fast as possible, and they can sometimes lose sight of the customers on the other side of the claims. By investing in a quality claim reporting solution, insurers can spend less time on redundancies and focus their efforts on customer satisfaction, retention, and claims resolution instead. To learn more about claim reporting and outsourcing, contact the experts at Actec.
Rapid technological advancement is changing the insurance industry. Insurance companies need to make themselves aware of the latest trends poised to disrupt their sector. Only then can they develop a strategic plan to innovate and compete against rival organizations. Read on for trends expected to change the insurance industry as we pass through 2018.
Several factors are driving change when it comes to First Notice of Loss (FNOL). Before sophisticated technology became commonplace, first notice of loss was almost universally initiated via a phone call. Now, policyholders can log onto their computers or phone apps to trigger FNOL. Although this change seems monumental, it is nothing compared to the latest trends looking to shake up the industry.
The auto industry is no stranger to technology. Automotive technology has allowed for drastic improvements in driver safety as well as increased connectivity. With the rise of telematics, first notice of loss (FNOL) underwent a significant transformation.
With Harvey and Irma making landfall over the past 30 days and wildfire racing through the western states, all facets of the insurance industry are in overdrive. As Jose heads north and Maria further decimates the Caribbean, the importance of accurate first notice of loss can’t be overstated. Here at Actec we’ve had multiple Florida-based organizations move all of their calls to our center here in Atlanta. Some of them started as early as 7 days prior to the storm’s arrival.
Natural disasters and catastrophes are proving grounds for insurance providers. When a customer submits a claim, it is usually during a stressful event. During catastrophic weather incidents, customers need swift resolutions more than ever. This past Friday, Hurricane Harvey began wreaking havoc in and around Houston, TX. The degree of loss is much larger than a standard claim incident and presents a large challenge for insurance providers.
Insurance claims, much like hospital patients, require proper triaging. For example, an emergency room will tend to an individual with a bleeding head wound before they treat the patient complaining of a persistent stomachache. Unfortunately, claims do not always follow appropriate triaging upon first notice of loss (FNOL). Inefficient systems and limited data are often the cause of misrouted claims and delays. This aggravates customers and can result in increased costs as well as lost business.
Insurance companies have to balance several priorities while managing claims. They need to ensure the loss information is accurate, control costs, and keep customers happy. Thankfully, there are several new technologies designed to help insurance providers improve their performance.
Customers never think about insurance until they need it. When it comes time to file a claim, consumers want the process to be fast, streamlined, and accessible. By modernizing your FNOL processing you will be able to improve the customer experience.