NEW
YORK, Aug. 1, 2024 /PRNewswire/ -- Claims
experiences are fundamental to every insurer's business, yet many
fail to meet basic customer experience (CX) standards. In an
industry where insurance is often bought and sold through
intermediaries, policyholders typically have few direct
interactions with their insurance companies outside of filing a
claim. Despite their rarity, claims serve as a critical touchpoint,
with significant implications for customer experience and financial
performance.
Today, Cake & Arrow, a UX Design and Product Innovation
company for the insurance industry, published a new report titled
Reclaiming Claims: An Opportunity to Connect with Customers
through Better CX. This report delves into the core of the
insurance industry's claims experience, highlighting the challenges
and proposing CX solutions to transform these critical interactions
into positive touchpoints that help the insurance industry build
trust with customers.
"Claims experiences are often riddled with inconsistencies and
stress, leaving policyholders frustrated and dissatisfied,"
explained Josh Levine, Cake &
Arrow founder and CEO. "This report highlights the importance of
consistency, compassion, and seamless digital interactions in
transforming the claims experience. By investing in high-quality
customer experience design, insurers can transform the claims
process from a source of frustration for customers into a positive
touchpoint that fosters trust and loyalty, ultimately impacting the
bottom and top line."
The report not only addresses these challenges but also explores
real-world examples and best practices that can be broadly applied
to the claims journey. Introducing innovative concepts for
improving the claims process, Cake & Arrow offers actionable
insights and strategies that insurers can implement to enhance
customer trust and loyalty.
Key highlights from the report include:
- Key drivers contributing to persistently negative claims
experiences, which lead to customer frustration and distrust
with insurers and the industry as a whole.
- Best practices in claims CX that can be broadly
adopted industry-wide to improve the claims experience
overall.
- Insights into a long-overdue paradigm shift, one
which reimagines how claims get resolved and the role insurers play
in this process, focusing on personal restoration and holistic
customer care.
For more policyholder stories, insights from our research, and
tangible opportunities for the insurance industry to enhance the
claims experience, download the full report:
https://go.cakeandarrow.com/reclaiming-claims-connecting-with-customers-through-better-cx
About Cake & Arrow
UX Design and Product Innovation for Insurance. At
Cake & Arrow, we believe empathy sparks opportunity. Our
human-centered design approach helps carriers, distributors, and
service providers create breakthrough digital experiences that
drive results. For more than 20 years, we've helped the insurance
industry make buying, selling, and servicing insurance better for
everyone, by design.
Founded in 2002, Cake & Arrow has partnered with leading
Fortune 500 companies including MetLife, Aflac, Travelers, Chubb,
Amwins, and The General as well as recognized leaders in retail
including Bose, Lowe's, KIND snacks, and Saks Fifth Avenue.
Media Contact:
Emily Cardineau
212-598-2800
381180@email4pr.com
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SOURCE Cake & Arrow