Insurance, Customer Experience, Claims Automation, Personalization

The Importance of Connection in Claims: Part Two

Tracy Borreson

Tracy Borreson,
June 18, 2020

Claimants feel a variety of emotions. They may be stressed, dealing with something that was totally out of their control (as in a catastrophic event). They may be feeling guilty, dealing with damage to their car because they hit someone else. They may be feeling nervous, dealing with a new insurance company for a Worker's Compensation claim, and feeling unsure when they'll get back to work. 

No matter the reason why someone is dealing with a claim, they are all experiencing emotions that would generally be interpreted as "negative". Insurance companies do a great job focusing on "optimizing" their claims process, but equally important is a focus on managing these emotions as part of it.

Check out Part 2 of our 3-Part Series on how to create real connections with your claimants.

PART TWO: Using What You help

If you read Part 1 of this series, we discussed using the information that you have regarding your policyholders; that keeping that information to yourself provided the opportunity to lose trust. 

Equally as important is the responsible use of the information that you have; using the information to help your insured do a thing. 

If you've read any of my blogs before, you may be familiar with this concept. With each interaction, your customer is trying to do something. Specifically, in the claims process, people are looking to get back to their status quo as quickly as possible. 

So, what do we know? We know their status quo. We know they're trying to get back there as quickly as possible. AND, we know the process they need to follow to do that. 

We need to use all that information to HELP them move through the process as quickly and painlessly as possible. And if we can do that, if we can take care of them in their time of need, we become more than an insurance company; we become a trusted advisor. 

Not sure how to to actually help them?

Communication experts, like the team at SPLICE Software, are here to help. We'll help you profile the information you have and your current claims journey, and create a solution for you (within your budget) that can help your policyholders do exactly what they need to do.

To get started, Schedule a Consultation.

Stay tuned for Part 3; coming soon :)


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About the Author

Tracy Borreson

Tracy Borreson

Tracy has been a member of the SPLICE Team since 2012, with roles in both Client Success and Marketing. As VP of Marketing, she leads the team's demand generation, branding, and communications efforts. Tracy holds a Bachelor of Commerce in Marketing from the University of Alberta and a Relationship Selling designation from Dale Carnegie. Prior to SPLICE, Tracy perfected her marketing expertise through senior level Project Management and Marketing positions at Kirk Marketing, Honeycomb Direct Mail, The Brick and CFCW. Her contributions also extend to the community, including past roles as Vice President of Marketing at the Credit Institute of Canada, Calgary Chapter. She is also a proud mother of a rambunctious, red-headed little boy.

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