Contractor program utilization has increased significantly across the U.S. and is starting to expand to other parts of the world as insurance carriers look to raise the bar on customer satisfaction, which subsequently leads to increased policyholder retention. As more and more insurance carriers expand their offering, it's important to understand what separates the best from the rest.
What does each service provide that gives value to individual carriers and their policyholders? What is the primary reason to utilize a contractor program? Are their risks or rewards in doing so? Ultimately, the insurance carrier needs to determine what it wants to accomplish through the use of a contractor program. While there can be many benefits in a well-administered program, difficulties may also arise if there is a lack of structure and process in the contractor program.
Take, for instance, Contractor Connection, which has been providing contractor managed repair services for national and regional insurance carriers for more than 20 years and is the industry leader. Contractor Connection is a proven solution that reduces cycle times, ensures fair and reasonable estimates, increases customer satisfaction, and is easy to implement.
Along with its increasingly efficient systems, Contractor Connection stakes claim to the largest national network of 5,000-plus managed contractors vetted and overseen by a robust tracking system measuring cycle times, repair costs and customer satisfaction. The managed repair process eliminates any potential risk to the brand and reputation of an insurance carrier that may refer its policyholders to a contractor that hasn't been properly vetted.
A well-managed contractor program provides a valuable customer-focused repair solution that can be integrated with property claims processing to provide a total claims solution for policyholders. Each program is unique to the carrier based on its needs. With Contractor Connection, claim representatives screen assignments and refer property owners interested in using an approved network contractor who will provide high-quality service backed by a three-year workmanship warranty. That's right — Contractor Connection manages the entire repair process from start to finish, and even beyond.
Meanwhile, the network's approved contractors specialize in emergency response and general contractor restoration for commercial and personal line property claims. From Contractor Connection's 24-hour call center to the customer service desk, all program assignments are promptly dispatched to the network 24 hours a day, 365 days a year for emergency and non-emergency assignments, allowing carriers to assist their policyholders in their time of need. Contractor Connection is also the leader in catastrophe response, using a streamlined resource management process to speed up the restoration process while reducing increased catastrophe workloads.
Quality assurance is a critical component and Contractor Connection provides a comprehensive Quality Assurance Program that validates adherence to industry best practices and client expectations for estimate formatting and accuracy. All estimates are delivered to the client with all of the supporting documentation on a consistent basis, providing adjuster efficiency in the claims process.
Contractor Connection uses proprietary technology integrated with industry-recognized estimating platforms to monitor and share contractor key performance measures, providing a performance managed program. All key aspects of the contractor performance is monitored and measured, which is an integral part of the Contractor Connection performance management program.
Top insurance carriers who lead the industry in providing customer satisfaction partner with Contractor Connection, and for good reason. Contractor Connection is a powerful tool to support your claim segmentation efforts, reduce fixed costs, increase customer satisfaction and boost policyholder retention.
To take advantage of a contractor managed repair service you can trust, all you need to do is contact Contractor Connection today. Call 800-690-0174 or visit us at contractorconnection.com for more information.
Will Carpenter is the assistant vice president of operations at Contractor Connection.
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