In his book “Predictably Irrational,” Behavioral Economist Dan Ariely reveals the curious interconnectedness between two forces. First, that people’s choices are influenced by their emotional or “hot” states, and are often irrational. Second, that this irrationality is oddly systemic, and forms patterns — suggesting that, if studied closely over an extended period of time, they could be predicted. In the insurance world, events that trigger a claim are examples of hot emotional states for a claimant — meaning ones in which they may be predisposed to act irrationally. Combine this interesting insight with the growing belief that the nature of the claim experience can either make or break a customer’s relationship with an insurer, and all of a sudden, it seems to makes sense to preemptively understand how people react to a claim incident, and then get ahead of them to service them accordingly so that they are not just satisfied, but pleased every step of the way.

The Customer Satisfaction/Loyalty Connection

Want to continue reading?
Become a Free
PropertyCasualty360 Digital Reader.


  • All news coverage, best practices, and in-depth analysis.
  • Educational webcasts, resources from industry leaders, and informative newsletters.
  • Other award-winning websites including and

Already have an account?



Join PropertyCasualty360

Don’t miss crucial news and insights you need to make informed decisions for your P&C insurance business. Join now!

  • Unlimited access to - your roadmap to thriving in a disrupted environment
  • Access to other award-winning ALM websites including, and
  • Exclusive discounts on PropertyCasualty360, National Underwriter, Claims and ALM events

Already have an account? Sign In Now
Join PropertyCasualty360

Copyright © 2022 ALM Global, LLC. All Rights Reserved.