Customer Service News

Survey: Major Disruption Expected in Claims

Engaging customers and improved claims processes are the top goals for innovating the claims customer service experience, according to a new survey of 400 insurance executives released by Insurance Nexus. The insurance research and analysis firm found that 78 percent …

Internet of Things Disrupting Customer Service

The Internet of Things is changing the customer experience, according to Kevin Daley, chief business architect at IBM. Daley, who looks at existing and future technologies and has been with IBM for the past 15 years, spoke recently at Safelite …

Insurers Improve Claims Satisfaction for 3rd Year in a Row: J.D. Power

With fewer catastrophic storms than prior years, insurance providers have been able to focus time on and apply lessons to managing non-catastrophic claims, which has resulted in a third consecutive year of higher overall satisfaction among homeowners who have filed …

Contractors Need to Be Involved in the Claims Process, BELFOR CEO Says

Customer service in property claims suffers when the contractor is left out of the settlement process and policy renewals may be in jeopardy because of it. That’s the word from the top executive of one of the world’s largest disaster …

Delivering the Ultimate Claims Experience

Customer expectations have forever changed, as companies like Amazon and Google set new standards for speedy, efficient and, above all, personalized service. Today, consumers expect communication from brands to be relevant, timely and tailored to their unique needs. In the …

A Smooth Claims Experience Starts with Appropriate Customer Expectations

Want your insurance customers to have a smooth claims experience after a loss? Set appropriate expectations up front and over-deliver on the back end. “I think that’s equally true for claims people and for agents,” said Timothy Wiedmeyer, vice president …

USAA and State Farm Top Annual Customer Service Ranking: Temkin

USAA and State Farm deliver the best customer experience in the insurance industry, according to the 2014 Temkin Experience Ratings, an annual ranking of companies based on a study of 10,000 U.S. consumers. USAA has maintained its position as the …

Progressive Hiring in Multiple States

Progressive Car Insurance, the fourth largest auto insurer in the country, announced it will fill multiple positions in several states by the end of June. The Cleveland call center will add 125 customer service positions. The Colorado Springs location expects …

Report: Companies Score High Marks in Claims, Underwriting and Service

U.S. corporate insurance carriers that excel in claims processing responsiveness, underwriting expertise and customer service receive the industry’s highest scores for client satisfaction and loyalty. Carriers that rank at or below middle-of-the-pack performance in claims responsiveness, underwriting expertise, or customer …

Safeco Insurance Recognized for Outstanding Customer Service

Safeco Insurance Service has been recognized for call center customer satisfaction excellence for a second consecutive year under the J.D. Power and Associates Call Center Certification Program. The Call Center Certification Program distinction acknowledges a strong commitment by the Safeco …