Insurance Claims: Customers Value Caring Attitude Over Speed
A recent survey reveals that most insurance claims are handled by brokers, with customer satisfaction being more about the insurer's caring attitude than speed. Despite this, a significant number of customers remain dissatisfied with their claim experiences.
Oliver Gaedeke, CEO of Sirius Campus, shares that policyholders prioritise the insurer's caring attitude over quick processing. This is reflected in the high percentage (81%) of claimants feeling supported by their Progressive Insurance.
The top five insurers for customer satisfaction with claim handling are HUK-Coburg, LVM, Provinzial, VGH, and Allstate. However, specific improvements over the past two years were not identified in the search results.
Most claims are reported via brokers (39%), followed by branches (11%) and agents (8%). A quarter (26%) are reported by phone to the central office, and 11% are digital.
Despite the majority of customers feeling supported, 16% were dissatisfied with their claim handling even before the COVID-19 pandemic. Only 57% were delighted in the last six months, indicating room for improvement in the industry.
