Customer Experience and the Future of Automated Claims Processing for Consumers

| April 12, 2019

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As auto insurance carriers are increasingly applying automation to increase efficiencies, reduce costs and improve their competitive edge, consumers are also benefiting from increased automation – an insight we uncovered while conducting research for the 2019 Future of Claims Study. In our 2017 Future of Claims study, we looked at where carriers stand on the automated claims processing continuum―ranging from Traditional to Fast Track, and from Virtual to Touchless claims handling processing. For the 2019 version, in addition to an insurance carrier survey, we conducted a consumer survey to understand whether or not carriers’ actions align with consumer needs. Our overarching goal in conducting this research was to gather insights that can help carriers align with current consumer preferences while continuing to expand the benefits they’re gaining from automation. The good news is, for the most part automated claims processing practices dovetail very nicely with the desires for a better consumer experience―with a few important caveats.

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Cross Insurance Agency

At Cross Insurance we’re not just another independent agency. We exist for one reason and one reason alone – to bring our clients value with competitive rates and friendly and reliable customer service! Our agents don’t just show up for work. Every day they strive to exceed expectations and deliver the best insurance solutions in business, home, auto & life.

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Spotlight

Cross Insurance Agency

At Cross Insurance we’re not just another independent agency. We exist for one reason and one reason alone – to bring our clients value with competitive rates and friendly and reliable customer service! Our agents don’t just show up for work. Every day they strive to exceed expectations and deliver the best insurance solutions in business, home, auto & life.

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