For many adults in the United Kingdom, insurance is a “grudge purchase” – bought to insure against the possibility of something unfortunate happening – and the value test is the customer experience at claim time, according to “The Reality and Opportunities in Claims Management: Consumer Experiences in the United Kingdom,” a new report from Celent.

The report is based on primary research on UK customers’ claims experiences and offers an examination of customer expectations, considers what is important from the customer perspective during the claim process, and offers views on fraud, preferred interaction methods and customer loyalty. It also offers Celent's opinions on investment priorities to improve the claims experience.

Register or login for access to this item and much more

All Digital Insurance content is archived after seven days.

Community members receive:
  • All recent and archived articles
  • Conference offers and updates
  • A full menu of enewsletter options
  • Web seminars, white papers, ebooks

Don't have an account? Register for Free Unlimited Access