Claims processing remains a top priority for brokers – nearly half of respondents rated it as one of the most important things they consider when choosing a carrier. Carriers’ performance in this area dipped slightly from 2018, however, sliding from an average score of 8.32 to 8.11.
Overall, respondents noted that while claims services have improved in recent years, frequent communication is key to success for all involved. “Claims service has gotten better since 2017, but we still have occasional issues with getting adjusters to respond [in a timely manner] to the insured,” one broker reported.
Others mentioned that there’s always room for improvement in turnaround times, quicker responses and generosity toward customers, which helps to create clear lines of communication and healthy relationships between carriers and clients.
When claims are handled in-house and clients are kept up-to-date on the process, brokers noticed more positive growth in relationships
There also seems to be some disconnect when outside adjusters are used. “More communication is needed between the claims department and the customer,” one broker said. “When the claim is subbed out to a contractor, it seems that’s when our customers are the most dissatisfied with the claims process and how slow it can be.” In contrast, when claims are handled in-house and clients are kept up-to-date on the process, brokers noticed more positive growth in relationships.