Average carrier performance 7.35
Experiencing an almost half-point drop in average score but remaining one of the three most important qualities brokers consider when choosing a carrier, claims processing fell mostly on the extreme ends of the spectrum: either excellent or in need of serious improvement.
On the excellent side of things, one broker said their primary carrier has “absolutely the best claims service of all the carriers that I deal with.” Other rave reviews included “one of the best for communication” and “the entire team is the best: fast, efficient, and they always follow up.”
Conversely, the negative feedback was just as direct. “I can never reach an adjuster – they are slow to respond, and they’re never available for wording interpretations,” one broker said. Among the other complaints: “Their vendors drop the ball quite often,” “they clearly have a service issue in claims; simply too slow” and “awful claims department – among the worst in the industry.”
Brokers’ suggestions for improvement included faster response times, better communication, better claims tracking and more familiarity with products. “They’re getting better, but we still have issues with adjusters returning calls to clients or brokers. We are concerned this will be worse if there is any kind of storm activity this year,” said one broker. Another advised: “Keep the broker involved in the process – we have the rela-tionship with the client.”