Customer experience management firm Medallia has released a new package that should help insurers improve the claims experience of policyholders.

Best Practice Package for Insurance Claims provides a real-time view of customers' claim journeys and customer experience trends, which could help insurers upgrade their customer experience programs, increase the efficiency of claims processes, and identify areas that may negatively impact a company's reputation.

“In an increasingly competitive market, it's vital for the insurance sector to continue to innovate to improve the customer experience by anticipating customer needs and adapting the organisation to meet them," said Borge Hald, CEO and co-founder of Medallia. “The insurance industry needs a solution that can provide a customer-centric approach to the claims process, and given our long tenure in this area, our solution is the key to driving loyalty up while keeping expenses down.”


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