Claims Departments Focused on Customer Retention: Survey

After the financial crisis, many insurance companies instructed their claims department to focus on stopping claims leakage to control costs and build reserves. But now, claims departments are focused on encouraging customer retention through exemplary service, finds software company Trillium in its 2013 claims survey, the results of which were released this week. The survey of 50 insurance claims professionals found that their top priority was to "Monitor, evaluate, and improve adjuster interaction with customers," with more than 80% of the vote. "Reduce cycle time" and "Leverage customer service metrics to improve claims performance" were the next-highest ranked priorities. (Respondents were asked to pick a top three).