To improve claims customer satisfaction and retention, insurers say they must focus on monitoring, evaluating and improving adjuster interactions with customers and reducing cycle times, according to a recent survey from Trillium Software, provider of claims data-quality software.

More than 80 percent of the 50 claims professionals participating in the survey in the fourth quarter of 2013 cited monitoring, evaluating and improving adjuster interactions with customers. And, more than 60 percent identified reducing cycle times, as top claims initiatives for improving customer satisfaction.

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Trillium says insurers must understand the difference between simply processing a claim and handling it in a way that satisfies customer needs. The best way to accomplish this is to gather and analyze information from existing data sources, especially adjuster notes and unstructured data stored in a claims management system, to yield meaningful measures of customer interactions. This comprehensive data analysis also will provide insights to every step of the claims cycle, from first notice of loss to settlement, to determine which actions are slowing the claims process or costing the insurer too much money. 

What are the three biggest barriers holding back insurers from serving customer claims needs? Sixty-six percent of the respondents said lack of communication on claims process and 50 percent stated a disagreement on claims decisions and more than 40 percent the lack of returned phone calls from adjusters.

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