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What Property & Casualty Insurance Companies Need to Know About the Self-Service Trend

In 2019, your policy-holders want to handle property and casualty issues the same way they handle most everything else in their lives: using a quick, easy, and conveniently located app on their smartphones. When you put yourself in their shoes, it’s easy to understand why your customers expect technology-enabled experiences. Unfortunately most insurance companies are painfully slow to adopt self-service appointment scheduling. 

Jeremy Pope, Senior Director of Consumer and Policy Services of Citizens Property Insurance Corporation, confirms the high expectations being placed on modern claims management companies:

“Consumers are now demanding such services as electronic document delivery, real-time product changes, online claim filing, and video and chat capabilities accessible through various mobile platforms. While property and casualty organizations strive to meet self-service needs, it is imperative the industry offers solutions to the marketplace that exude an overall consumer-centric experience.”

Effective leaders recognize this shift in the insurance landscape and take action while other companies struggle to keep up with modern customer expectations. To successfully adapt, insurance agencies must utilize field service software that makes scheduling adjuster appointments easy. Doing so reduces client churn, boosts client satisfaction, and decreases response time, all while boosting operational efficiency.

Below, we’ll explore what property and casualty insurance companies need to know about the exploding self-service trend. Learn why utilizing tech-savvy solutions can improve the customer experience and give your insurance company rating a lift.

Customer Experience Benefits of Self-Service

The modern customer experience is all about autonomy and ease of use. People want to get things done quickly and easily. When it’s time to set an appointment with a claims adjuster, your modern tech-savvy customer expects nothing but the best. Customers want to schedule assessments and get updates from the comfort of their smartphones or tablets — with no hiccups.

To meet these expectations, consider the tangible benefits of enabling “self-service” by using the best field service software.

Easy-to-schedule appointments with field adjusters, inspectors, or appraisers. 

Thanks to intuitive apps driven by real-time data, your policyholders are no longer faced with long wait times to schedule and receive appointments; they can view appointment times and get matched with the right person to handle their claims sooner.

A sense of control over the process

When something happens to your customer’s home or car, he or she can feel frustrated, annoyed, and a bit helpless. Automating the scheduling of appointments with claims adjusters using modern technology allows your policyholders to take quick action toward a solution from their smartphones and gain control. With a customer-centric workforce management platform, your customers can upload photos for the adjuster, schedule appointments quickly, and see which adjuster is headed their way from their smartphones.

Simply stated, your customers want to easily schedule assessments and get their problems handled quickly and efficiently. Adjuster scheduling software that’s designed for the insurance industry enables a seamless customer experience.

Operational Benefits for Insurance Claims Companies

The benefits of innovative field service software are clear for policyholders who love the idea of faster, easier, more transparent scheduling. So, which benefits do insurance companies experience when using mobile field service software?

Better ratings from better customer experiences

When your policyholders experience faster appointment scheduling, they’re happier. And when they’re happy, you’ll see the results in the form of better customer service ratings. These positive customer testimonials will boost customer loyalty while helping to drive new business.

More convenient appointment slots for customers and adjusters

Using AI-powered field service software from start to finish makes scheduling inspections for your property and casualty adjusters easier. When a policyholder needs assistance, the solution can automatically find the best claims adjuster to do an inspection based on their skills, certifications, and current location.

Insight your operational efficiency

Property and casualty insurance companies who invest in self-service technology can easily gather powerful data to inform better business decisions. Knowing exactly what your customers are experiencing, how they’re interacting with your employees to get problems resolved, and how they’re utilizing your software and related services is the key to continuous improvement. Gain insight about how to better serve customers by viewing easy-to-read dashboards and scorecards. Identify where operational breakdowns are occurring so you can improve how you do business.

Ensuring quality customer service performance in the global insurance segment is the only way for home and auto insurance companies to survive in modern, technology-driven times. If you’re a property and casualty insurer looking to improve efficiency, productivity, and utilization, it’s crucial to be an early adopter of technology that will ease your customers’ pain points. By enabling customers to use modern self-service technology, you’re empowering them to schedule appointments with claims adjusters as quickly as possible and boosting your customer service ratings.

Take the next step: explore how the best field service software enables low-touch self-service for your customers.

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