The Accenture Claims Customer Survey reveals interesting findings about claims satisfaction, switching behavior and fraud. In particular, it provides insurers with a prioritized checklist of capabilities that can help foster customer loyalty.

Speed and transparency matter…

In our study, 94 percent of survey respondents said that speed of settlement and process transparency are key expectations when they interact with their insurers during the claims process. Similarly, 90 percent of respondents said it was important to be able to contact their insurance provider at any time, to get real-time status of a claim.

…And digital is key

When asked about channel choice, 61 percent of respondents would prefer to use digital channels to check the status of their claims. Notably, more than half (53 percent) said that if they were not able to use digital channels to interact with their insurer, they would not recommend the insurer to friends and family. That’s not all—44 percent of respondents would switch insurers because of lacking digital capabilities.

At Accenture, we believe that to improve customer satisfaction, insurers need to rethink their claims operation in terms of four key dimensions: customer-centricity, agility, proactivity and digitalization. We also propose four main building blocks of an optimized digital claims function. Click on the link below to download our full report.

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