An unexpected loss is rarely a welcome surprise to policyholders. The contents of a home are often emotionally charged and irreplaceable, such as a family photo album, a pair of first dance recital shoes, or other keepsakes. As a result, experiences with contents restoration can tip policy renewal in your favor—or against it.
"When a person's belongings aren't wrapped or boxed properly, there's not a digital inventory, or they're packed incompletely, what ends up happening is a series of procedural failures," says David Gavilanes, regional business coach at Blue Kangaroo Packoutz. "These issues come to light when the structure is ready for the homeowner's return, and they're met with lost or damaged items, creating extreme dissatisfaction."
Improving contents restoration processes can help build trust with policyholders, create stronger relationships, and make the renewal decision easy, increasing long-term retention.
Creating retention-worthy experiences
When a structure needs repair, a homeowner is rarely concerned with preserving common building materials; newer materials are usually better. However, the contents of a home are often an entirely different situation.
"There isn't a better photo album, or child's artwork," says Gavilanes. "That's why improving contents restoration is an effective way for insurance companies to build experiences that policyholders remember during renewal."
Creating these experiences is rooted in transparency and early communication. Walking through the property, getting a sense of anything of high value, and creating a meticulous inventory are the starting point, according to Gavilanes. Policyholders need to see the evidence of that inventory so there is never a question about their items' safety and security.
Providing policyholders with increased visibility
Creating an accurate and detailed contents inventory is possible through technology and tools. "We take a digital twin of the entire structure with our 3D Matterport cameras to timestamp condition and document the contents," says Gavilanes. "A walk-through is followed by a barcode inventory process, captured on mobile devices and stored in the cloud, so the insureds know we're taking every step to ensure the safe return of their belongings."
Gavilanes notes they also provide policyholders access to an online portal to view a detailed list of items and their status. "The process is straightforward; a green dot appears under each item, communicating it's clean and ready to go."
Detailed processes also prove critical when an insured needs fast access to an important item, such as financial paperwork during tax time. Locating and returning an item is easy with organized documentation and clear processes.
As policyholders become more discerning and regularly compare insurance options, differentiating through experiences during the claims process will prove increasingly important. These moments offer a competitive advantage, supporting increased retention, stronger customer trust, and long-term business gains.
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