TRC

By Rajan Sambandam

Background

A major insurance company was interested in improving client satisfaction with their claim handling operations. As a large company, they had substantial claim operations and a comprehensive effort was required in order to make significant improvements. We designed a complete satisfaction measurement and analysis system that has helped the client obtain tangible improvements in key metrics. This system included qualitative, quantitative tracking and advanced statistical analysis components.

Design

The process began with a series of focus groups among risk and insurance managers drawn mainly from the clients' largest commercial customers. The objective of the focus groups was to understand the basic issues and problems experienced by the managers in their dealings with our client's claims department. Using this qualitative approach upfront provided us with a good understanding of the spectrum of problems experienced by the managers.

Results from the focus groups were synthesized to develop a quantitative survey instrument that covered all aspects of the claims process. This survey was then administered, by phone, to a large representative sample of claims managers drawn from the client's database. Conducted annually for the last several years, this survey provides a reliable, quantitative view of the entire claims process. Advanced statistical analysis, using TRC's proprietary analytical technique Satiscan™, helped to identify key drivers of satisfaction and to prioritize improvement opportunities. [Please refer to the white paper Satiscan™ and Regression Analysis: A Comparison for a full description of this method and its advantages]

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