For too long, larger insurance providers have competed solely on price, and left customer experiences on the back burner. But the times are changing, and a wave of smaller providers and insurtechs are offering faster claims and more personalized experiences–and customers are taking note. According to a 2021 J.D. Power survey, 87% of customers feel that claims experiences influence their decision to stay with an insurer, and 86% say they’d pay more for a better experience overall. The message is clear: If larger providers want to stay dominant, they need to be able to offer a best-in-class claims experience, and that means leveraging digital tools to make that a reality.

In this episode of Transformation @ Work, we’re looking at the claims process in insurance, and how Salesforce can allow larger providers to truly personalize the experience for their customers.

Key Insights
03:23: Key ways smaller insurers and insurtechs have changed the game when it comes to customer experience
06:51: Unlocking larger insurers’ competitive advantages through digital tools
08:11: How digitalization allows insurers to offer a more personalized experience to customers
09:21: How a CRM allows insurance agents to maintain a human connection with their customers
13:56: The importance of tracking communications preferences in building a better claims experience
17:57: How better digital tools lead to increased efficiency, which can translate into better training and support for internal teams
20:53: The role of a qualified technology partner in helping insurers implement a better claims process

Guest Bio
Pat Murphy, Former Director of Program Management, Erie Insurance

With 26 years of insurance experience, 24 of which being claims-specific, on top of 13 years of accounting and financial experience, Pat has an incredible eye for how process, people, and technology coexist in the insurance space. As director of program management for Erie Insurance’s claims division, Pat led multiple implementation projects from small to extra large, delivering complex implementations ahead of schedule and with more features than were initially scoped out.

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