Time to first contact (TTFC) – the amount of time it takes an adjuster to contact a claimant once they've opted into text messaging – has become highly important to customers. Recent research from Hi Marley found that the highest-performing claims adjusters make first contact with claimants within three minutes at least half of the time, and with 80% of claimants within 3.5 hours. In contrast, the lowest-performing claims adjusters take around 43 hours or more to make first contact in 50% of their cases.
Want to continue reading?
Become a Free PropertyCasualty360 Digital Reader
Your access to unlimited PropertyCasualty360 content isn’t changing.
Once you are an ALM digital member, you’ll receive:
- All PropertyCasualty360.com news coverage, best practices, and in-depth analysis.
- Educational webcasts, resources from industry leaders, and informative newsletters.
- Other award-winning websites including BenefitsPRO.com and ThinkAdvisor.com.
Already have an account? Sign In
© 2024 ALM Global, LLC, All Rights Reserved. Request academic re-use from www.copyright.com. All other uses, submit a request to [email protected]. For more information visit Asset & Logo Licensing.