Our moment of truth comes when a policyholder files a claim. Do we make it easy for them to report the claim? Easy to know the next steps in the process? Easy to get status reports?
During 2015, we laid the groundwork for many enhancements that will make our claims process easier for policyholders – easier to file a claim and easier to monitor their claim’s status.
Easier for the policyholder. Less work for our agents.
We will add the ability for our Customer Contact Center representatives to directly route the most urgent priority claims directly to an adjuster so the policyholder can immediately speak to an adjuster.
We will enhance the system that Customer Contact Center representatives use when logging a phoned-in claim so that they can provide answers to basic coverage questions, including deductible amounts, towing information, rental information and lists of vehicles covered by the policy.
We will add a phone option that allows callers who are reporting a claim to select from a menu item to differentiate between a new-claim report call and a call for questions about existing claims. This will route incoming calls to the appropriate recipient, for faster customer response.
Our Customer Contact Center staff members will also promote our web-based Online Insurance Center and mobile app at the end of each phone call, promoting those automated tools, which can provide quick, easy status information.
We will send an email, text or automated phone call to the person who reported the claim that lists the claim number, adjuster’s name, contact phone number and a reminder of the benefits of registering for our Online Insurance Center.
We will send an email that documents all the information that the policyholder entered when reporting the claim, the 800 number for the locally-assigned claims service office, plus a quick overview of the next steps in the process, based upon the type of claim.
We will add an automated service that pulls vehicle and driver information from the policy number that a policyholder enters when reporting a claim on our corporate website or Online Insurance Center, so that they do not need to enter that information and so they are aware of it.
We will create a UPS-style tracking service that will allow policyholders and agents to use our online services to view the status of pending claims.