At first glance, claims experience and policy renewals may not seem directly linked. However, Insurance companies must uphold stringent standards of excellence to ensure their Claimants experience the highest levels of satisfaction throughout the entire claims process. Unsatisfied claimants translate into unhappy insureds, which can often lead to the loss of those same insureds when it comes time for them to renew their insurance policies with your company.

The frequency and style of communication factors in to the level of claimant satisfaction as well. According to Agencybloc’s blog entitled, “The #1 Reason Clients Leave Your Insurance Agency,” a Rocket Referrals study showed that 81% of clients exit due to the absence of consistent contact with the agent or agency. Furthermore, another study cited in the same piece showed about 44% had been in touch with their agent in the last year and a half.

It’s important that your insurance company keeps these statistics top of mind when administering claims. Even though the claims department is not an agency, these facts highlight the need for regular communication with claimants on all levels. The direct reason for this is because that even though your adjusters and examiners are dealing with claims every day, your claimants typically are not. Claimants may be calling in to report an auto accident with injuries and may be experiencing an array of emotions; adjusters and examiners have an opportunity to excel at customer care with these types of claims especially.