Voice of the Policyholder Survey Reveals Key Insights to Transform a Total Loss into a Total Win
Hi Marley surveyed 800 US policyholders who experienced a total loss claim in the past three years. Our latest ebook dives into the results and reveals key insights into how carriers can improve the auto total loss claim experience.
“Our customers today expect the same speed, convenience, and care they experience in every other aspect of their lives. We now meet that need with Total Loss Assist to transform the digital customer experience through a streamlined workflow between adjusters and policyholders and provide regular communication in an easily accessible and digestible way, making the total loss experience much easier.”
“Our customer surveys have said things like ‘clear and helpful communication,’ ‘expedited the claim process,’ ‘the process was punctual,’ ‘response time was impressive,’ ‘everything went smoothly.’ One that struck a chord said, ‘I was informed every step of the way. I was always replied to when I had a question. The work was streamlined and concise.’ And, not that long ago, I would not have qualified our company’s total loss process as streamlined and concise. So it’s great to see this feedback from our customers on the total loss claims now, and it’s a net win for our adjusters as well.”
“A text thread gives the insured something to reference if they forget to write something down. And that, in and of itself, has been beneficial; it’s made the interactions smoother and reduced the amount of follow-up or repeat questions from the insured.”
“Reducing the number of touchpoints needed to resolve auto total loss claims while keeping an open line of communication has significantly improved overall customer satisfaction.”
44% of policyholders were less than satisfied with their insurer’s assistance during the claims process.
When asked what kind of support or guidance they felt would have helped ease confusion and frustration, five key trends emerged:
- Clarity Around Whom to Speak to
- Clearer Process Guidelines
- Proactive Communication
- Help and Guidance Dealing with Other Parties
- Empathy and Personal Support
Long wait times and inefficient processes create a poor policyholder
experience throughout the total loss process.
A total loss is stressful for a policyholder; the claim involves several steps that require multiple contacts and touchpoints throughout, adding to its complexity.
Repeated details 2-3 times+ throughout the claim
Worked with 2-3 people+ to resolve their claim
Say the resolution took as long or longer than expected
Felt they could have been better informed of their claim’s status
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Learn More About Hi Marley’s Total Loss Assist™
With Hi Marley’s Total Loss Assist, carriers can tackle total loss process inefficiencies to improve claims handling and customer satisfaction.
