While turn-around time is indeed a dominant factor, it would be a mistake to assume faster claim closure as the sole driver of customer satisfaction. Perhaps the best example of the need to consider all expects of customer experience can be found in claims involving personal property contents. Insurance carriers should consider four important steps:
1. Understand the emotions associated with personal property.
It is critical to understand how insured emotions differ from claim to claim. While claims are often an unpleasant occurrence for the insured, claims professionals must recognize the diversity in emotions associated with the process. Replacing a wet carpet or a television does not compare to replacing an antique that has been in the family for many decades.
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