A question mark formed out of smaller slips of paper with question marks on them. One way to improve the claims process for a policyholder is for carriers to better anticipate their needs in order to cut down on unnecessary back-and-forth communication that can slow the claims process and be frustrating to customers. (Credit: Shutterstock)

When insureds have a bad claims experience, they are more likely to shop around and switch carriers. An analysis of 25,000 claims by Hi Marley showed the biggest factors that determine claims satisfaction are timeliness of service and resolution, communication, process effectiveness and adjuster attitude and approach.

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Brittney Meredith-Miller

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