For too many years claims have been an afterthought and, as a result, suffer from somewhat of an image problem.

This has been widely demonstrated by research, especially in the insurance industry, where a bad claim experience is a trigger for switching provider for 83% of customers. ^[1]

Claims should

In today's competitive environment consumers increasingly value their experience with the product.

According to the The Future of Customer Experience Survey by PwC providing customers with a good experience improves loyalty and increases spending. ^[1]

But what makes for a good experience?

To start with, the basic ingredient for pleasant

Customer experience is now defined as the battleground to acquire and retain more customers.

According to a recent study by Walker ^[1], 86% of buyers will pay more for a better customer experience. And, surely by 2020 customer experience will become the key brand differentiator beating price and product.

More

We strongly believe that a positive claims experience is key to building customers' loyalty and retention.

To deliver an experience that impresses, you need to adopt good customer relationship management strategies and have a meaningful communication with the people involved in your claims.

In other words, you must be able