The claim is the great moment of vulnerability for property and casualty insurers. Many insurers have invested heavily in improving the claims experience, and, according to Accenture research, customers are generally satisfied with the way their claims are handled. In a global survey of nearly 8,000 auto and home insurance customers, only 14% of those who had filed a claim expressed dissatisfaction with the way their last claim was handled.

That sounds good – but the survey also indicates that of the 14% who are unhappy, fully 83% either plan to switch to a new provider or have already done so. And the claim itself is a trigger for switching, no matter how satisfied customers are with the experience. The mere fact of having filed a claim increases the customer's likelihood of switching from 22% to 41%.

The two most important factors that influence customer satisfaction—aside from the perceived fairness of the settlement itself—are the speed and transparency of the claims process (both identified by 94% of respondents who had filed claims). These are followed by the customer's ability to contact the insurer anytime to find out the status of the claim, and good, timely communication that keeps the customer informed (both 90%). Empathetic interactions with the insurer's staff are also an important factor (86%), as is the ability to engage with the insurer using the preferred channels (80%).