Home - About TRC - Key Industries - Insurance - Claims

Claims

 

One example of our claims research is an ongoing Commercial Lines Claim Satisfaction study. This work began a decade ago with focus groups on the factors that affect customers' satisfaction with claims service. Next, a quantitative study was used to establish baselines of satisfaction with various aspects of the service. Our SatiscanTM key driver analysis was used to establish the relative importance of these aspects of service in determining overall satisfaction.

Since then, the ongoing program has measured companies' satisfaction with worker's compensation and other commercial lines claim service. Annual telephone surveys measure satisfaction with the claims operation as a whole at the insurance decision-maker level. Quarterly surveys, carried out on the Internet with invitations by mail, measure satisfaction with the handling of specific claims, providing reliable results at the claims office level. The study includes open-ended questions about reasons for dissatisfaction. Answers to these questions are coded for inclusion in the quantitative data. Verbatims of the answers often provide immediate guidance on steps claims offices can take to improve satisfaction.

Using this research program to measure satisfaction and find the "whys" behind dissatisfaction, our client has cut the number of dissatisfied claimants in half.
 
Joomla Templates by Joomlashack