Medallia Xchange


P&C Insurance: Post Claims Experience

By: apps

Improve claims handling to drive customer loyalty.

The claims experience is the critical moment of truth for every insurer, in part because highly dissatisfied claimants are 3x as likely to say they will switch providers. With the stakes so high, insurers need to be diligent and focused... CONTINUED BELOW


  • Increased efficiency and reduced costs in handling and resolving claims
  • More satisfied, loyal policyholders
  • Improved decision making, driven by insights anchored around customer experience



Overview

The claims experience is the critical moment of truth for every insurer, in part because highly dissatisfied claimants are 3x as likely to say they will switch providers. With the stakes so high, insurers need to be diligent and focused on optimizing every stage of the claims process, from first notice of loss to final settlement. Property & Casualty Insurance Claims Experience provides insurers with a continuous, real-time view of how customers are experiencing the claims journey. Feedback is shared across the entire organization and used to coach and train claims adjusters, identify process issues to improve cycle times, and recover policyholders when things don't go according to plan.

APP TYPE: Program
SUITE: Customer Experience
INDUSTRY: Insurance
LANGUAGES: EnglishFrenchGermanSpanishPortugueseJapaneseItalianCustom Translations Available
WHAT'S INCLUDED: 
  • Survey templates gathering feedback on key drivers and touchpoints of the end-to-end claims experience, from filing, to handling, to final reimbursement
  • Triggering and sampling rules to prevent survey fatigue
  • Notifications to alert claim handlers and team leads of detractors, promoters or customers needing follow-up along with supporting workflows and rapid response templates
  • Reporting dashboards for Executive, Regional/Operational Managers, Team Leads, Claim Handlers, and program Admin and Insight roles
  • Text analytics to identify themes and trends across new employees with the use of AI and machine learning
  • Supports import of detailed claim and customer information from 3rd party systems for enhanced context and richer insights

apps

About This Provider
Medallia is the pioneer and market leader in customer, employee, citizen, and patient experience. As the No. 1 enterprise experience platform, Medallia Experience Cloud is the experience system of record that makes all other applications customer and employee aware. The platform captures billions of experience signals across interactions including all voice, video, digital, IoT, social media, and corporate-messaging tools. Medallia uses proprietary artificial intelligence and machine learning technology to automatically reveal predictive insights that drive powerful business actions and outcomes. Medallia customers reduce churn, turn detractors into promoters and buyers, create in-the-moment cross-sell and up-sell opportunities, and drive revenue-impacting business decisions, providing clear and potent returns on investment. Learn more about our values.


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