Insurance has prided itself on the speed and reliability of the policy and sales functions offered customers on its Web site, but until a year ago, customers filing claims weren't offered the same experience. The carrier knew that had to change.
"We wanted to align and enhance the claims self-service portal for our customers with the same type of service they expected from the sales and servicing side," says Chris Holcombe, claims self-service manager for Esurance.
"When [customers] went to the claims side [of the carrier's Web site], it was very static and didn't do a whole lot for them or us. We needed to enhance that and align it with what our customers expected."
Recommended For You
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:
- Breaking insurance news and analysis, on-site and via our newsletters and custom alerts
- Weekly Insurance Speak podcast featuring exclusive interviews with industry leaders
- Educational webcasts, white papers, and ebooks from industry thought leaders
- Critical converage of the employee benefits and financial advisory markets on our other ALM sites, BenefitsPRO and ThinkAdvisor
Already have an account? Sign In Now
© Touchpoint Markets, All Rights Reserved. Request academic re-use from www.copyright.com. All other uses, submit a request to [email protected]. For more inforrmation visit Asset & Logo Licensing.