Claims teams can now approve a payout in minutes, but the average policyholder still waits 4x longer than expected to receive it. That gap has become one of the clearest predictors of retention: 80% of auto insurance customers who experience a poor claims process have already switched carriers or plan to.
New research explains why this persists even though the technology to fix it exists today. The real culprit is that a single claims payment crosses six or more departments with no clear owner, and paper checks cost far more than most carriers realize once fraud, reissuance, and service calls are factored in.
What's inside:
- Why claims has become the "moment of truth" for policyholder retention
- The true, fully-loaded cost of paper-based claims payments
- Why modernization efforts stall on change management, not technology
- A role-by-role action plan for building the business case and driving adoption