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Retaining Customers Through Better Claims Management for P&C Insurers
20 September 2007
 
Stephen Forte  

Consumers increasingly require personal lines property and casualty insurers to think and act small, treating them as if they're individuals and not just part of the mass market. Consumers want a claims process that's much faster, more intuitive and more convenient.





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Table of Contents


    
 Analysis

1.0
    
 The Assumption

1.1
    
 Customers Don't Matter; Profits Do
2.0
    
 The Reality

2.1
    
 Customer Service Does Matter in Claims
3.0
    
 Customer Service Standards in Claims

3.1
    
 Claims Satisfaction Scorecard Results
4.0
    
 Insurers Fight Back With Innovative Claims Servicing
5.0
    
 Insurers: Listen to Your Customers

5.1
    
 IT to the Rescue
5.2
    
 Vendor Selection Best Practices
5.3
    
 How to Begin
6.0
    
 Key Attributes for Claims Management
7.0
    
 Summing Up
8.0
    
 Recommendations

    
 Recommended Reading


List of Figures


Figure 1. 
 Customer Satisfaction With Personal Automobile Collision Repair Claims
 

Figure 2. 
 Geico's Auto Repair Xpress Program
 

Figure 3. 
 Nationwide's AutoWatch Program
 

Figure 4. 
 Vendor Selection Best Practices
 

Figure 5. 
 Key Attributes for Claims Management
 



Browse Topics:
 
Acquiring and Retaining Customers
Claims Administration
Insurance Business Strategies
Software Asset Procurement




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Resource Id: 524507