X

Thank you for sharing!

Your article was successfully shared with the contacts you provided.

According to a recent Nationwide Agency Forward survey, while customers are becoming more comfortable with digital claims tools, most still rate being able to communicate with an actual agent high on their list of priorities.

“When we are putting the customer and service representative together in a digital world, it is still crucial that the customer feels supported by being able to reach a person if they need it,” Martha Frye, Nationwide’s senior vice president of personal lines claims, said in a press release about the survey. “Claims are usually filed after something bad has happened, so we’re trying to strike the balance of helping with personal expertise, along with digital solutions to keep them informed and speed it along—both are really important.”

Nationwide’s survey found that 82% of customers are satisfied with the claims process. Among those who weren’t satisfied, 25% said the claims process was too slow, 22% said the process was difficult and 22% said there was too much paperwork involved.

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

INCLUDED IN A DIGITAL MEMBERSHIP:

  • 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?

Brittney Meredith-Miller

Brittney Meredith-Miller is assistant editor of PropertyCasualty360.com. She can be reached at [email protected]

More from this author

Dig Deeper

 

PropertyCasualty360

Join PropertyCasualty360

Don’t miss crucial news and insights you need to make informed decisions for your P&C insurance business. Join PropertyCasualty360.com now!

  • Unlimited access to PropertyCasualty360.com - your roadmap to thriving in a disrupted environment
  • Access to other award-winning ALM websites including BenefitsPRO.com, ThinkAdvisor.com and Law.com
  • 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.