For insurance companies looking to learn how to improve insurance claims process and workflows and overall customer satisfaction scores, the ServiceNow CSM suite is particularly designed to optimize the claims process and ensure a seamless customer experience.
Keep Claims On Track
Manual, cumbersome tasks for both the agent and the customer that make the claim process slow, tough to navigate, and lack clarity into next steps can delay the process of completing insurance claims.
Likewise, technology gaps lead to customer confusion throughout the process of submitting and monitoring a claim, while agents completing manual workarounds miss steps because claims are being handled in multiple systems. A single system of work can resolve both of these issues, leading to clarity on the customer and agent side of the process.
Agents figuring out how to improve insurance claims process should communicate frequently with the customer about where they are in the process.
This makes the client feel valued, gives them the personal touch to know they will be taken care of in the future, and increases satisfaction with the insurer.
Build Positive Impressions During the Claims Process
By creating a positive impression during the claims process, you have the potential to build a customer for life. Giving people options on how they wish to communicate is one way to build positive associations. It can be a tough time for people when submitting a claim, so being able to go from a purely digital response to live chat to phone conversation seamlessly will remove the stress associated with the transaction.
Tools like the CareAR provide customers with the ability to have the adjuster come to them, based on their established terms and time to discuss claims. CareAR is a way to start a virtual session to resolve issues remotely using augmented reality which leads to reduced need for no-site visits, easier scheduling, and can be done at any time.The ServiceNow CSM suite is particularly designed to optimize the claims process and ensure a seamless customer experience. Click To Tweet
Insurers gain the ability to create the experience that customers want to get their claim processed in a timely manner, while also setting agents up for success to be able to provide the level of service the customer expects. With the ServiceNow CSM suite, insurance companies will have more satisfied customers and higher CSAT scores, building customers for life and reducing their overall risk in the process.
Request a quote today to learn how to improve insurance claims process and workflows to ensure agent and customer satisfaction.