Claims Process Upgrade Spikes Customer Satisfaction by 80% for Ohio Insurance Company

The customer, one of the 50 largest property and casualty insurance groups in Ohio, sought to improve their claims management process for a more accurate and prompt resolution, aiming to enhance customer satisfaction.

They faced challenges in streamlining their claims process and needed to build an effective customer interaction team.

With our partnership, they improved their process and increased customer satisfaction by 80% within six months.

• The company faced challenges in improving the overall operational process for claims, from the First Notice of Loss to the clearance stage, to reduce the time needed to close claims.
• The integration of staff, technology, and systems in the claims process was a challenge due to the need for understanding the steps and variations in the process.
• The creation of a call center team to directly interact with customers and the setup of a separate triage service for certain insurance domains were also significant challenges.