Using automation to drive efficiency and improve satisfaction

Processing claims faster, better and cheaper provides a competitive advantage because an efficient claims management process enables insurers to offer customers better service. (Photo: Beton Studio/Adobe Stock)

When it comes to claims management and customer satisfaction, back-office technology probably does not come to mind. However, leading insurance companies can automate and streamline behind-the-scenes business processes so adjusters can focus on client-facing interactions. This provides a competitive advantage because consumers want the efficiency that a smooth digital experience offers as well as the human touch that only a person can provide — especially when interacting with the adjusters on their claims.

An adjuster’s attitude and approach are the biggest drivers of policyholders’ satisfaction with claims experiences, according to a Hi Marley analysis of 24,363 customer surveys. A positive adjuster attitude or empathetic handling approach accounted for 46% of the five-star ratings analyzed, while a negative attitude or approach drove 34% of the one-star reviews.