Opinion: Improving Claims Processes, Adding Revenue

Claims are typically viewed as an expenditure, outflow, and a deficit. They are a point of contention that can often result in conflict with a loyal customer. In many respects, claims are where the battle for retention is won or lost. At their very best, claims are certainly not a celebrated moment in the customer relationship management lifecycle. If claims are at the root of customer dissatisfaction, and the only sustainable advantage a company has is providing superior customer service, then why aren’t more efforts and resources focused on truly changing this rudimentary problem?

Consider a new vantage point, one that instead sees claims as a paradoxa problem that can be part of the solution. While there are commonalities in processes across home, auto, and other claim types, the link to the customer at this critical point is the same. In this article we will focus on the imperative connection in personal property claims. Intimate processes as insurance claims go, but as with all claims, when executed effectively property claims can transform a business.