Although online claims filing could radically reduce costs associated with human touchpoints, the majority of consumers still file their P&C claims through either a call center (52%) or through their agent (37%). That's according to a recent survey conducted by Bermuda-based Accenture and SAP, Waldorf, Germany.Interestingly, however, the majority of consumers surveyed value the online channel for checking the status of their claims (67%), and 81% indicated they would file their claims online if they knew they'd received faster settlement. Consumers also indicated they would handle their own claims if carriers provided the tools to work directly with body shops and contractors (76%).
"The old saying: 'A good claim is a closed claim' rings true," says Rob Schwartz, industry principal specializing in insurance for SAP. Customer satisfaction rates were higher for those people surveyed whose claims were handled by fewer people and settled more quickly.
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