{"id":18777,"date":"2021-02-10T12:30:00","date_gmt":"2021-02-10T12:30:00","guid":{"rendered":"https:\/\/try.experience.com\/news\/?p=18777"},"modified":"2023-12-14T18:35:07","modified_gmt":"2023-12-14T18:35:07","slug":"claims-experience-when-to-ask","status":"publish","type":"post","link":"https:\/\/try.experience.com\/resources\/claims-experience-when-to-ask\/","title":{"rendered":"My Customer Had An Insurance Claim: When Should We Ask About Their Claims Experience?"},"content":{"rendered":"<div  class=\"tatsu-gsw4osvrsf2a6hg4 tatsu-section  tatsu-bg-overlay   tatsu-clearfix\" data-title=\"\"  data-headerscheme=\"background--dark\"><div class='tatsu-section-pad clearfix' data-padding='{\"d\":\"15px 0px 15px 0px\"}' data-padding-top='15px'><div class=\"tatsu-row-wrap  tatsu-wrap tatsu-row-one-col tatsu-row-has-one-cols tatsu-medium-gutter tatsu-reg-cols  tatsu-clearfix tatsu-gsw4osvrtp15pcqn\" ><div  class=\"tatsu-row \" ><div  class=\"tatsu-column  tatsu-bg-overlay tatsu-one-col tatsu-column-image-none tatsu-column-effect-none  tatsu-gsw4osvruw457dvd\"  data-parallax-speed=\"0\" style=\"\"><div class=\"tatsu-column-inner \" ><div class=\"tatsu-column-pad-wrap\"><div class=\"tatsu-column-pad\" ><div  class=\"tatsu-module tatsu-text-block-wrap tatsu-gsw4osvrw235vg4v  \"><div class=\"tatsu-text-inner tatsu-align-center  clearfix\" ><style>.tatsu-gsw4osvrw235vg4v.tatsu-text-block-wrap .tatsu-text-inner{width: 100%;text-align: left;}<\/style><p><\/p>\n<p class=\"wp-block-paragraph\">We all know that the <strong><span class=\"has-inline-color has-vivid-cyan-blue-color\">Claims Experience<\/span><\/strong> is what insurance consumers are actually paying for.\u00a0 When something bad happens, they expect the Claims team to be there and help them through the tough times.<\/p>\n<p><\/p>\n<p><\/p>\n<p class=\"wp-block-paragraph\">Contrary to the billion dollar messaging to consumers that price is the differentiator, those within the insurance space know that the Claims experience and service is what separates one insurance carrier from another.<\/p>\n<p><\/p>\n<p><\/p>\n<p class=\"wp-block-paragraph\">So if we go in knowing this, we obviously need to hear from our customers about their experience.\u00a0 About the Claims processes and about their adjuster.<\/p>\n<p><\/p>\n<p><\/p>\n<p class=\"wp-block-paragraph\">It\u2019s been my experience that insurance companies and their Claims departments for the most part are looking for feedback.\u00a0\u00a0<\/p>\n<p><\/p>\n<p><\/p>\n<h2 class=\"wp-block-heading\"><strong>When are they asking for Claims Experience feedback?<\/strong><\/h2>\n<p><\/p>\n<p><\/p>\n<p class=\"wp-block-paragraph\">Claims departments usually request feedback after the Claim has been closed.\u00a0 And they\u2019re usually sending a long form survey asking about every step of the process.\u00a0\u00a0<\/p>\n<p><\/p>\n<p><\/p>\n<p class=\"wp-block-paragraph\">These could be 10, 15, 20, or even more questions.\u00a0 They ask about the first notice of loss (FNOL), the inspection process, the settlement process.\u00a0 How\u2019d the FNOL rep do?\u00a0 Was the field adjuster professional and courteous?\u00a0 Did the in-house adjuster communicate in a timely manner? Are you likely to renew?\u00a0 Would you recommend us? Etc., etc., etc.<\/p>\n<p><\/p>\n<p><\/p>\n<p class=\"wp-block-paragraph\">So, should we really be surprised if we see response rates of 5 and 10% for those surveys?<\/p>\n<p><\/p>\n<p><\/p>\n<p class=\"wp-block-paragraph\">This begs the question, if we\u2019re missing out on feedback from 90-95% of customers, do we really know how our customers feel?<\/p>\n<p><\/p>\n<p><\/p>\n<p class=\"wp-block-paragraph\">Before we continue down the \u201cHow\u201d path, let\u2019s get back to the \u201cWhen\u201d.<\/p>\n<p><\/p>\n<p><\/p>\n<h2 class=\"wp-block-heading\"><strong>Is waiting until the end of a Claim the right time?<\/strong><\/h2>\n<p><\/p>\n<p><\/p>\n<p class=\"wp-block-paragraph\">Waiting until the end of a Claim to ask for feedback may be sufficient if we\u2019re only asking for feedback once.\u00a0 But a Claim can go on for weeks, months, even years.\u00a0 There will be ups and downs throughout the life of the Claim.<\/p>\n<p><\/p>\n<p><\/p>\n<p class=\"wp-block-paragraph\">If there\u2019s a down moment during the FNOL or shortly thereafter, we may never get a chance to right that wrong.\u00a0 And that interaction may control the rest of that customer\u2019s experience.<\/p>\n<p><\/p>\n<p><\/p>\n<p class=\"wp-block-paragraph\">So, should we ask for feedback at the FNOL?\u00a0 Sure.\u00a0 That\u2019s the time when the customer is first learning about what their policy is all about and what to expect throughout the Claims process.\u00a0 That\u2019s a meaningful interaction that could lead the customer down the path of a great experience.\u00a0 Or perhaps something less than great.<\/p>\n<p><\/p>\n<p><\/p>\n<p class=\"wp-block-paragraph\">Well what about when the inspection of the property is taking place?\u00a0 And it doesn\u2019t matter if it\u2019s your field adjusting team or an independent adjuster.\u00a0 This is an interaction where the customer is actually dealing with an extension of your company.\u00a0 We should probably know how that interaction goes too.<\/p>\n<p><\/p>\n<p><\/p>\n<p class=\"wp-block-paragraph\">Now I can already tell what you\u2019re thinking,<\/p>\n<p><\/p>\n<p><\/p>\n<p class=\"wp-block-paragraph\"><strong>John, if we ask for customer feedback at the FNOL, the inspection and at the end of the Claim, my 5-10% response rate is going to drop even further!<\/strong><\/p>\n<p><\/p>\n<p><\/p>\n<p class=\"wp-block-paragraph\">If we ask long form surveys, yes you\u2019re right.\u00a0 Survey fatigue is a very real thing.\u00a0\u00a0<\/p>\n<p><\/p>\n<p><\/p>\n<p class=\"wp-block-paragraph\">However, by being very intentional about when and how we\u2019re asking for feedback, we can avoid the fatigue and end up with even better response rates.\u00a0 This is exactly why we have seen our clients with response rates at 40, 50 and as high as 60%.<\/p>\n<p><\/p>\n<p><\/p>\n<h2 class=\"wp-block-heading\"><strong>Let\u2019s look to our good friends over at Uber.<\/strong>\u00a0\u00a0<\/h2>\n<p><\/p>\n<p><\/p>\n<p class=\"wp-block-paragraph\">There may have been a time when you\u2019ve taken three or four rides in one day &#8211; I know I have.\u00a0 At the end of each ride we get that notification asking for us to give a star rating.\u00a0 Have you ever not responded?\u00a0 I know I haven\u2019t.<\/p>\n<p><\/p>\n<p><\/p>\n<p class=\"wp-block-paragraph\">Although I had four interactions and they asked me about each one, I didn\u2019t feel survey fatigue.<\/p>\n<p><\/p>\n<p><\/p>\n<p class=\"wp-block-paragraph\">Why?\u00a0 Because they got me right at the end of the interaction.\u00a0 They made it simple, short and sweet.\u00a0 There was little to no friction so I didn\u2019t have a problem responding.<\/p>\n<p><\/p>\n<p><\/p>\n<p class=\"wp-block-paragraph\">This can be done with insurance Claims as well.<\/p>\n<p><\/p>\n<p><\/p>\n<p class=\"wp-block-paragraph\">At the close of an FNOL, couldn\u2019t we ask:<\/p>\n<p><\/p>\n<p><\/p>\n<ul class=\"wp-block-list\">\n<li><span class=\"has-inline-color has-black-color\">Did Sally answer all of your questions about your Claim?\u00a0 Yes\/No<\/span><\/li>\n<li><span class=\"has-inline-color has-black-color\">Do you understand the Claims process better now that Sally explained it?\u00a0 Yes\/No<\/span><\/li>\n<li><span class=\"has-inline-color has-black-color\">Any comments you\u2019d like to provide about the service Sally provided?<\/span><\/li>\n<\/ul>\n<p><\/p>\n<p><\/p>\n<p class=\"wp-block-paragraph\">First, we did it in a <strong><span class=\"has-inline-color has-vivid-cyan-blue-color\">timely manner<\/span><\/strong> right after the interaction so it\u2019s fresh in the customer\u2019s mind.\u00a0 Second, we made it quick and extremely easy.\u00a0 Do you think we\u2019d see response rates greater than 5%-10%?\u00a0 Ya, me too.<\/p>\n<p><\/p>\n<p><\/p>\n<p class=\"wp-block-paragraph\">In addition, we will gain so much valuable information about this customer\u2019s experience with just a few short questions.\u00a0 If ever the answer is \u201cno\u201d to these questions, this can be escalated so that it can be addressed in a timely manner.\u00a0 We\u2019ll learn if there are hiccups in this specific process.\u00a0 And we may even see trends between individual reps or teams. More notably, we\u2019ll learn how Sally is doing.\u00a0<\/p>\n<p><\/p>\n<p><\/p>\n<h2 class=\"wp-block-heading\"><strong>Feedback on the Individual Level<\/strong><\/h2>\n<p><\/p>\n<p><\/p>\n<p class=\"wp-block-paragraph\">Should we be recognizing and rewarding Sally because of the great experience that she continually provides her customers?\u00a0 Should we be coaching Sally up because she struggles from time to time?\u00a0\u00a0<\/p>\n<p><\/p>\n<p><\/p>\n<p class=\"wp-block-paragraph\">These two actions alone will improve your<strong> <span class=\"has-inline-color has-vivid-cyan-blue-color\">customer experience<\/span><\/strong> because it will start to impact not only Sally\u2019s behavior, but her teammates\u2019 as well.\u00a0 When people are recognized and rewarded for their specific actions, they\u2019re more likely to replicate those actions.\u00a0 Conversely, if Sally knows her boss is going to have to schedule additional coaching sessions, it builds in accountability.<\/p>\n<p><\/p>\n<p><\/p>\n<p class=\"wp-block-paragraph\">So by asking a few short questions at the close of the FNOL, we\u2019re improving upon the way our teams are providing an experience at that point in time.<\/p>\n<p><\/p>\n<p><\/p>\n<p class=\"wp-block-paragraph\">But as we agreed earlier, FNOL isn\u2019t the only meaningful interaction our customers will have with our teams or processes.\u00a0\u00a0<\/p>\n<p><\/p>\n<p><\/p>\n<p class=\"wp-block-paragraph\">FNOL, inspection and Claim resolution might be a good start, but this should be tailored specifically to you and your customers.\u00a0 You\u2019ll have to see which interactions are most impactful to your customer and build from there.<\/p>\n<p><\/p>\n<p><\/p>\n<p class=\"wp-block-paragraph\">I like to think of it as looking for the right feedback, about the right people, at the right time.<\/p>\n<p><\/p>\n<p><\/p>\n<h3 class=\"wp-block-heading\"><strong>So here\u2019s the rub<\/strong><\/h3>\n<p><\/p>\n<p><\/p>\n<p class=\"wp-block-paragraph\">There is no one exact answer to say when it\u2019s best to ask customers about their Claims experience.\u00a0\u00a0<\/p>\n<p><\/p>\n<p><\/p>\n<p class=\"wp-block-paragraph\">We need to first look at our processes and workflows.\u00a0 Determine when our employees are interacting with our customers.\u00a0 From there, understanding which interactions have the biggest impact on the customer experience.\u00a0 At that point we will know when to ask.<\/p>\n<p><\/p><\/div><\/div><\/div><\/div><div class = \"tatsu-column-bg-image-wrap\"><div class = \"tatsu-column-bg-image\" ><\/div><\/div><div class=\"tatsu-overlay tatsu-column-overlay tatsu-animate-none\" ><\/div><\/div><style>.tatsu-row > .tatsu-gsw4osvruw457dvd.tatsu-column{width: 100%;}.tatsu-gsw4osvruw457dvd.tatsu-column > .tatsu-column-inner > .tatsu-column-overlay{mix-blend-mode: normal;}.tatsu-gsw4osvruw457dvd > .tatsu-column-inner > .tatsu-top-divider{z-index: 9999;}.tatsu-gsw4osvruw457dvd > .tatsu-column-inner > .tatsu-bottom-divider{z-index: 9999;}.tatsu-gsw4osvruw457dvd > .tatsu-column-inner > .tatsu-left-divider{z-index: 9999;}.tatsu-gsw4osvruw457dvd > .tatsu-column-inner > .tatsu-right-divider{z-index: 9999;}<\/style><\/div><\/div><\/div><\/div><div class=\"tatsu-section-background-wrap\"><div class = \"tatsu-section-background\" ><\/div><\/div><div class=\"tatsu-overlay tatsu-section-overlay\"><\/div><style>.tatsu-gsw4osvrsf2a6hg4 .tatsu-section-pad{padding: 15px 0px 15px 0px;}.tatsu-gsw4osvrsf2a6hg4 > .tatsu-bottom-divider{z-index: 9999;}.tatsu-gsw4osvrsf2a6hg4 > .tatsu-top-divider{z-index: 9999;}.tatsu-gsw4osvrsf2a6hg4 .tatsu-section-overlay{mix-blend-mode: normal;}<\/style><\/div>","protected":false},"excerpt":{"rendered":"<div><a href=\"https:\/\/try.experience.com\/resources\/claims-experience-when-to-ask\/\" class=\"exp-read-more exp-read-more-underlined\">Read More<\/a><\/div>\n","protected":false},"author":1,"featured_media":19151,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"wpb-single-post.php","format":"standard","meta":{"footnotes":""},"categories":[23],"tags":[209,208],"solutions":[100,10],"industries":[6],"class_list":["post-18777","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-article","tag-customer-experience-managemnet","tag-insurance-claims-department","solutions-brand-reputation","solutions-customer-experience","industries-insurance"],"_links":{"self":[{"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/posts\/18777","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/comments?post=18777"}],"version-history":[{"count":0,"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/posts\/18777\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/media\/19151"}],"wp:attachment":[{"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/media?parent=18777"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/categories?post=18777"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/tags?post=18777"},{"taxonomy":"solutions","embeddable":true,"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/solutions?post=18777"},{"taxonomy":"industries","embeddable":true,"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/industries?post=18777"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}