URI designed Tele-Service because there are times when you may have suspicions on just a few policies. Tele-Service obtains
URI Can Help You Improve Your Claimant's Level Of Satisfaction
One of the most common reasons customers change their insurance company is a poorly handled claim. This is why your company must monitor the claim process from the customer's perspective. How well you perform the claim's settlement process has an impact on your reputation. It affects an agent's opinion of your company, which influences whether they quote your company for a prospective client. Additionally, if a customer is unhappy with the claim process he or she is likely to tell several people while a satisfied customer will tell only a few. Finally, as consumers and producers continue to view insurance as a commodity and your competitors match your technical capabilities, it is important that your claim's service sets you apart from others in the industry.
URI's C-MAP Program evaluates the claim's process from the customer's perspective. We offer first-hand information gathered directly from your customers and delivered by an unbiased and objective third party. Areas of weakness with the claim's settlement process are identified, enabling you to provide quick solutions for problems or service deficiencies that are discovered by the questionnaire process. From this, you are able to improve your claim's settlement process, which gives you a competitive advantage. Additionally, you will increase your customer's confidence in your company, building lifetime loyalty of your customers. This is achieved, in part, from strengthened communication with your customers.
C-MAP also identifies trends with adjusters, which makes this an excellent management and training tool for your organization.
Here are some ways we have helped P & C companies:
- Helped identify more new ways to increase the satisfaction level of the first party claimant with the claims settlement process yielding
- Enhanced the service-profit chain by finding weaknesses sooner that resulted in
- Increased the claim-audit team's productivity by having a more efficient and effective information collection tool to capture and measure the claimant's attitude, perception and experiences with the claim's process which allows them to
- Expanded the claimants' zone of affection and loyalty by reducing the zones of indifference and defection. This change resulted in a net increase in happier and more satisfied claimants with the settlement process yielding
The Process
By focusing on groups of claimants/policyholders, we ask the necessary hard questions, free of influence and bias. Policyholder's responses are analyzed, tabulated and recorded in a useful and easy to read report. The information from this study is presented in a professional and efficient manner that will meet and exceed your requirements.
Above is a categorical analysis of a current URI C-Map program user.
C-MAP-Discover opportunities to improve customer satisfaction with your claims settlement process.
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