My washing machine croaked. It wasn’t one of those slow and reasonable deaths we saw coming; it was a sudden, painful and sopping wet mess.
The machine filled for two full hours, flooding the laundry room and kitchen. A slow trickle into the basement didn’t seem like a tremendous deal until, hours later, hanging pictures crashed, revealing just how saturated our drywall had become. Dirty clothes, ripped up flooring and industrial-strength fans haunted us for weeks; getting a new machine was the least of our problems.
This all went down months ago, but I can’t rinse away the memory because my insurance company seems to be taking us for a spin: We filed a claim. We followed up on the claim. And we waited for a response. And we had our house put back together. And we followed up. And we paid bills. And we worried. And we followed up. And weeks passed; our lives went on. And we got frustrated enough to follow up again… The saga repeats.
I won’t throw this company under the bus because it’s an all too common story. Ten years ago – even two years ago – we wouldn’t have expected anything different from an insurance provider. However, brands selling everything from pizzas and pharmaceuticals, to air travel and package delivery, have upped their game in our modern, consumer-driven world. Customer service isn’t only immediate, it’s proactive. Before I even think to check in for my flight, a notification that things are on schedule is sent straight to my cell phone. I’ve been programmed to get what I want when I need it, and now I count on it.
So what do I want from my insurance company? Immediate, frequent and accurate interaction, via the channels I’ve selected. I want peace of mind and reassurance for my family.
Speed and transparency of the claims process are top-level concerns among policyholders; and research shows that our propensity to switch providers jumps nearly 20% just by submitting a claim. Meanwhile, steep competition in the marketplace makes that likelihood tough for most insurance companies to stomach.
Although it sounds like insurance companies face an uphill battle when it comes to claims, there are strategic solutions to automate more of the customer care experience.
Smart, automated self-service has been shown to vastly improve companies’ productivity, profitability and customer satisfaction – increasing the frequency of interaction, while exponentially decreasing the money and human resources allocated for it.
Check out this infographic about boosting the success of your IVR with a few best practices from West:
- Incorporate data to heighten caller authentication and verification, trimming time and frustration.
- Integrate proactive SMS/text notifications to preempt inbound customer calls and decreases repeat calls.
- Empower customers to help themselves 24/7×365 with user-friendly interfaces on multiple channels
- Enable callers to speak naturally and self-serve more quickly with speech recognition applications.
Give your customer experience a boost. Get claimants like me out of the self-service spin cycle. Experience Connected.