Key Elements in Customer Experience
What key elements shape a positive experience for customers navigating the sometimes complex world of insurance claims?
For years, J.D. Power has been a leading authority in evaluating and honoring insurance providers that shine in customer satisfaction relating to claims.
Recently, Carrier Management reached out to executives from two top-rated insurers, renowned for their exceptional claims services, to gather their insights.
Erie Insurance: Building a Foundation of Service Excellence
Cody Cook, the seasoned senior vice president of claims at Erie Insurance, has been instrumental in shaping their claims approach since stepping into the role in 2020.
With a decade of leadership experience in personal lines and a strong background in actuarial science, Cook brings valuable perspective to claims management.
Erie Insurance operates through a robust network of 14,000 independent agents across approximately 2,300 agencies in 12 states and Washington D.C. This year, they celebrated a remarkable milestone of 7 million active policies.
Time and again, the company has ranked highly in J.D. Power’s assessments for property and auto claims satisfaction.
Impressively, Erie grabbed the third spot for property claims satisfaction in 2024, while securing second place for auto claims in 2023, with results for 2024 auto claims on the horizon.
According to Cook, the key to Erie’s success lies in a cultural commitment that transcends just the claims department.
The company promotes a philosophy of strong partnerships with agents who prioritize exceptional service and tailored coverage for policyholders.
Recruitment plays a crucial role in their service commitment.
Erie focuses on bringing in individuals who share their core values centered around customer service.
While Cook acknowledges that technical skills in claims handling can be developed, he believes that the passion for service is intrinsic.
Employee development is also a cornerstone of Erie’s strategy.
They boast a cutting-edge 52,000-square-foot technical learning center dedicated to equipping staff with both the technical know-how of claims processing and the vital importance of empathy aligned with the company’s values.
Amica Mutual: The Power of Open Communication
Amica Mutual Insurance continues to shine in customer satisfaction, especially in auto claims, achieving the top rank in J.D. Power studies for both 2022 and 2023.
In the recent property claims evaluation for 2024, Amica also took the lead.
The team at Amica is dedicated to cultivating a claims experience that is both efficient and compassionate, aiming to provide support during their customers’ most difficult moments.
They understand the importance of accessibility, which is why claims support is available 24/7.
Karen Chiappinelli, the assistant vice president overseeing the claims executive department at Amica, points out that challenges like labor and material shortages in the home and auto repair industries have lengthened claim cycles.
She stresses the need for upfront communication about these delays.
By maintaining ongoing dialogue around customer expectations, Amica fosters trust and helps alleviate stress for those undergoing the claims process.
In summary, both Erie Insurance and Amica Mutual underscore the significance of a service-centric culture and open communication.
Their insights can serve as a guide for other insurers aiming to elevate their claims processes and enhance customer satisfaction.
Source: Insurancejournal
