A hand holds a phone with illustrations of text bubbles in the background. Hi Marley's survey found the majority of consumers said speed of response while texting a provider is their most important expectation, followed by all-hours availability. (Credit: Tero Vesalainen/Shutterstock)

Time to first contact (TTFC) – the amount of time it takes an adjuster to contact a claimant once they've opted into text messaging – has become highly important to customers. Recent research from Hi Marley found that the highest-performing claims adjusters make first contact with claimants within three minutes at least half of the time, and with 80% of claimants within 3.5 hours. In contrast, the lowest-performing claims adjusters take around 43 hours or more to make first contact in 50% of their cases.

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Brittney Meredith-Miller

Brittney Meredith-Miller is assistant editor of PropertyCasualty360.com. She can be reached at [email protected].

Agency Management
Claims Technology