Victor O. Schinnerer and Co. has released the results of its recent claims study, the first since 1999.
To measure its client’s satisfaction with its claims services, Schinnerer hired an independent research firm to interview 82 firms who had closed a professional liability claim in the past 18 months.
Highlights of the study’s findings include:
* Customers expressed high satisfaction with Schinnerer and CNA’s
service – 90% of participants reported that they were “extremely” or “very satisfied” with their CNA claims representative – 89% of participants reported that they were “extremely” or “very satisfied” with their CNA-appointed defense counsel;
* Customers demonstrated reasonable expectations of claims
expenses, with 71% percent reporting that their out-of-pocket claims expenses were what they expected;
* Customers predominantly report claims through an insurance
broker, rather than direct to the carrier (76%);
* Customers indicated a preference toward mediation, with 77% of
interviewees reporting that mediation is the best way to solve a claim;
* Customers place a high value on pre-claims assistance, with four in five (89%) considering it extremely or very valuable to have the ability to report an incident and still get assistance as part of their policy coverage.
A report of the study’s findings is available at:
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