Insurers who provide a highly satisfying customer experiencebenefit from higher customer retention, reduced costs in acquiringnew customers, and more word-of-mouth referrals comparedto insurers that deliver less satisfying experiences totheir customers.

All insurers face the reality that customer expectations arebeing reshaped by market forces beyond their control; whetherthrough the emergence of smart hand held devices, such as theiPhone and iPad, or social media platforms such as Twitter orFacebook.

The new customer expectation has been set by the ease of accessto all kinds of data and services, right from theirphone. Anything less is considered "old-school" and canlead to customers reconsidering their insurer.

Claims Drive Customer Satisfaction, orDefection

Your customers' experience with regards to claims is the mostimportant factor in the insurer-customerrelationship. According to the 2012 J.D. Power andAssociates' Survey of Auto Insurance Customer Satisfaction, theclaims experience is one of the top influencers in customersatisfaction, and increased in its importance weighting from 2011to 2012. 

To retain and acquire customers, carriers need to enhance andmodernize the customer claims experience. Studies havepredicted that the mobile industry will be dominated by advancedmobile smartphone devices by 2014, making a smart phone applicationa growing channel for insurance companies to offer products andservices.

The good news is that with new mobile applications for claimsprocessing, everybody wins.  Customers get a betterexperience in filing a claim, and insurance companies benefit withreduced costs and improved cycle times.

Recently, third party claims administrator Quest of St. Johns,Michigan introduced their mobile app for insurancecompanies.  Quest's Mobile Claims App, which can bebranded with the insurance client's logo and colors, allowscustomers to file a claim, contact their agent, and find locallodging and other services right from their smartphone. The Mobile Claims App is a white label solution on which you canextend your brand and enhance the customer experience, reduceclaims cycle/cost, and create a new opportunity to provide aconvenient self-service tool to customers.

Claims Processing On A Smartphone – How ItWorks

Utilizing the mobile phone app at the accident scene, thecustomer would be provided with an educational checklist on whatthey should do if they are in an accident, and even start a ClaimReport and upload pictures of the accident scene. 

The Claim Report would request personal information (name,address, phone number, email), vehicle information, accidentdetails (date, time, any injuries, description), prompt for photosand then email this information to their agent.  Thisapplication would also call for assistance and would pinpoint andtransmit the exact location of the vehicle through the smartphone'sGPS application.  The vehicle would be transported to theinsurance company's preferred repair facility, eliminating storagefees and the second tow.

Not only is the customer able to file for first notice of anaccident claim, but also use the mobile application to access andinitiate a roadside assistance call, find local gas, hotels, repairshops, or call their agent.

Control The Scene, Control Your Costs

When an insurance company can control the Accident Scene tow,they can realize over $400 savings in claims cost. Quest's managedAccident Towing programs have achieved success in avoidingexpensive police rotation tow.  By capturing the vehiclewith a non-rotation tower, we deliver reduced towing rates,eliminate impound or storage fees, gate fees, and the aggravationof getting the vehicle's release.  By capturing thevehicle and moving it directly to your repair facility, proactiveaccident scene management eliminates the secondary tow and reducesthe claims cycle time.  Not only do you achievesignificant savings but you improve customer satisfaction.

How To Implement A Mobile App Strategy Without BreakingThe Bank

A mobile claims application can provide convenience to yourcustomer and real time claims data to the agent and carrier.Quest's Mobile App is easy to implement, and costs only pennies percustomer compared to a six-figure custom mobile app developmentproject. 

Contact Quest at 800-541-2593 to learn more about ouraccident scene management program and our branded mobile claimsapp.