Snap Poll on Claimant Self Service Capabilities

Snap polls reflect questions posed by members of the Celent Executive Research Panel, a group of C level executives in the insurance industry. This question came about from a member who is considering offering self-service capabilities for claimants and wanted to understand what others were offering. This deck provides a summary of the responses to a Snap Poll conducted November 11, 2021 – November 17. 12 Insurers responded to this survey.

The question that was posed was:

Background:

This insurer is looking at providing self service capabilities for claimants that are insured in a covered incident. While the claimant may be the policyholder (when property is damaged for example), it is possible the claimant is NOT a policyholder. They might be injured employees, or third parties that were injured by the policyholder in an automobile accident (for example), and not necessarily the person or business that holds the policy. This insurer would like to understand what kinds of self service capabilities other insurers are offering claimants (e.g. looking up payment information or claims status, finding providers or services, or sharing information with the insurer, etc.) and what kinds of channels are being provided to access these services.

Questions:

•What platforms with self-service features are available for the insured person to manage their claim?

–A website

–A mobile app

–An automated phone system they can call into

–Other (Please specify)

–None

•Of those eligible for each platform, about how many actually use it?

–A website

–A mobile app

–An automated phone system they can call into

–Other (Please specify)

•Do you see any difference in usage by LOB? Is there more usage for some LOBs than others?

•Do you offer any of these self-service functions? Which of your platforms (e.g. web, mobile app, phone?) are they available in?

–Manage payments (make or receive them)

–Find care or providers to service their claim

–Track the status of their claim

–Manage communication preferences

–Chat with an adjuster

–Send or receive documentation or information

–Edit personal contact info

–Find educational resources about claims

–Other

•What digital communication channels can the insured person sign up for?

–Email

–Online messages in a web portal

–Notifications in a mobile app

–Text messages sent to a phone

–DocuSign

–Other

–None

•Have you seen any positive impact on the following as a result of the self-service features? Have you seen a difference by platform (e.g. web, mobile app, phone?) ?

–Customer satisfaction

–Employee satisfaction

–Call volumes

–Claims processing speed