The Reality and Opportunities in Claims Management
Poor claims experience will drive customers away at renewal.
Most adults in the United Kingdom have some form of insurance. But it is a grudge purchase, bought to insure against the possibility of something unfortunate happening. The real test of the value of insurance for the consumer is at the point of claim. How do insurers fare at this?
In a new report, The Reality and Opportunities in Claims Management: Consumer Experiences in the United Kingdom, Celent provides a detailed view on what customers expect and have experienced based on primary research into UK customer experiences in making claims with their insurers. This report looks at what is important during the claim process, views on fraud, preferred interaction methods, and customer loyalty. It will also provide Celent's views on investment priorities to improve this experience.
“Customers are clear that they want to be paid what they claimed for,” says Catherine Stagg-Macey, Senior Vice President with Celent’s Insurance group and author of the report. “But what’s intriguing is that many view inflating claims as acceptable behaviour. This creates a dilemma for the insurer—how to trade the speed and value of settlement against customer expectations and satisfaction.“
The UK has an uneasy balance between claimant experience and the efficiency and effectiveness of the claims process. Celent suggests that there are inexpensive ways to improve the customer experience, but customer experience alone is unlikely to positively influence customer loyalty.
The report concludes by discussing investment in claim excellence, where the focus is on broader operational and financial performance targets.
Celent is a research and advisory firm dedicated to helping financial institutions formulate comprehensive business and technology strategies. Celent publishes reports identifying trends and best practices in financial services technology and conducts consulting engagements for financial institutions looking to use technology to enhance existing business processes or launch new business strategies. With a team of internationally based analysts, Celent is uniquely positioned to offer strategic advice and market insights on a global basis. Celent is a member of the Oliver Wyman Group, which is a wholly-owned subsidiary of Marsh & McLennan Companies [NYSE: MMC].
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Table of Contents
About this Report
Key Research Findings
Experience and Expectations
Where the Customer Places Value
Preferences by Age Group
Preferences Based on Claim Experience
Attitudes Towards Claims Fraud
Having the Cake and Eating It
The Moment of Truth
Customer Loyalty and Claims Experience
Reasons to Switch
Net Promoter Scores
An Overview of Net Promoter Score
NPS in UK Car Insurance Sector
Tweak Claims Process
Balance Fraud and Speedy Payments
Claims Operational Excellence
Leveraging Celent’s Expertise
Support for Financial Institutions
Support for Vendors
Related Celent Research