Claims satisfaction will play an even greater role in maximizing the customer experience and insurer success. (Photo: Shutterstock)
Competition in personal and commercial auto insurance is intensifying. Claims frequency is up, and direct premium growth is slowing after hitting a 15-year high in 2017, according to S&P Global Market Intelligence. That means claims satisfaction — read: customer experience — will be even more crucial for insurers' success.
It's always been true that customers who experience poor service are simply more likely to switch carriers. Now, however, their service expectations are much more sophisticated, thanks to increasingly personalized interactions with technology and the quality of service they experience elsewhere.
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