Customer Service News

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 …

How to Reduce Delays in Claims Handling

Too many people, too much delay — the claims process is burdened with system delay issues much of the time, say two industry experts. Insurers, themselves, may be to blame because some well-known carriers within the industry advertise warp speed …

RenRe Estimates Australia Flood Losses $30 Mn; NZ Quake $190 Mn

Bermuda-based RenaissanceRe Holdings Ltd. announced its initial loss estimates for the 2011 Australian flooding as well as the February 2011 New Zealand earthquake. The Company said it currently expects the Australian flooding and the New Zealand earthquake will have a …

New Claims Management Company Belvedere Mead to Serve London Market

Belvedere Mead, a new company offering high level interim claims management services to assist the London Market, opened for business on Wednesday, March 9. “Every insurance and reinsurance company understands the importance of ensuring that its claims management function is …

Arbitration Forums Settled $2.3 Billion in Inter-Insurer Disputes in 2010

A nationwide arbitration service said it resolved claims disputes between insurance companies valued at more than $2.3 billion in 2010 and saved insurers millions of dollars in litigation costs. Arbitration Forums, Inc. (AF), based in Tampa, Fla., reported that it …

Ohio Man Sentenced for Fraudulently Collecting Workers’ Comp Benefits

A Toledo (Lucas County) man has been sentenced in Ohio for fraud after he was convicted of illegally collecting workers’ compensation dependent death benefits. Timothy Williams Jr. pleaded guilty to one count of workers’ compensation fraud, a fifth-degree felony, Jan. …