What’s the secret to an insurance coverage claims expertise that satisfies clients?
For years, J.D. Energy has carried out surveys and curated lists recognizing insurers that succeed at offering passable claims experiences. Provider Administration not too long ago requested claims leaders at two of the constantly higher-performing insurers to peel again the curtain and share what they’ve discovered works.
Coaching Heart, Process Forces Bolster Erie’s Dedication to Service
At Erie Insurance coverage, Cody Cook dinner brings an actuarial background to his work in claims. Cook dinner is the insurer’s senior vice chairman of claims—a job he started in 2020 after expertise as an actuary led him to a decade-long management function in private traces.
Erie works with 14,000 impartial brokers at about 2,300 businesses throughout 12 states and Washington, D.C. This yr, the corporate hit 7 million insurance policies in power. The insurer constantly ranks extremely on each the J.D. Energy property and auto insurance coverage claims satisfaction research. The corporate notched the third highest rating on the property claims checklist in 2024, for instance, and second on the auto checklist in 2023. (The 2024 auto numbers had not been printed as of press time.)
Cook dinner believes Erie has constructed its popularity as an organization with a profitable claims expertise is tied to “how a lot Erie Insurance coverage prioritizes it—and prioritizes it a lot past simply the claims division.” This contains partnering with service-minded impartial brokers and creating protection for policyholders.
Erie searches for workers who share the corporate’s dedication to service first, understanding the insurer can practice for the technical points of claims dealing with.
“We actually look for those who are good at service,” Cook dinner defined. “Generally not even within the insurance coverage software, however usually instances, we work together with service-minded folks all through their interactions exterior of the corporate, and we’ll recruit these varieties of individuals, and we appeal to these varieties of individuals.”
He additionally pointed to his firm’s funding in growth. Erie has a 52,000-square-foot technical studying heart used to show staff each the technical points of claims dealing with in addition to “the expectation that we now have, the empathy that we anticipate” and the tradition that Erie fosters.
At Amica, Transparency Is Key
Amica Mutual Insurance coverage ranked highest in general auto claims buyer satisfaction in J.D. Energy’s research in each 2022 and 2023. The Lincoln, R.I.-based insurer additionally notched first place in J.D. Energy’s 2024 property claims examine.
In typed responses to emailed questions, firm management stated that Amica offers “a claims expertise that’s each environment friendly and empathetic, serving to clients really feel supported throughout a annoying time,” including that representatives present 24/7 claims assist.
“Labor and materials shortages for dwelling and auto repairs have resulted in longer declare cycle instances, which impacts when clients are made entire once more,” stated Karen Chiappinelli, assistant vice chairman, claims govt division, Amica. “We discover that being clear about this up entrance with our clients—and clearly speaking expectations—builds belief and reduces anxiousness.”
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