Special Report: Exceeding Expectations or Falling Short? U.S. Auto Insurance Claims Trends, Insights and Impacts Revealed

We in the customer experience community love to discuss “moments of truth.” No matter how much a company invests in trendy technology or trumpets its commitment to customer centricity, it is at these critical phases of the journey that brands get to walk their talk. It is at these pivotal moments where brands ultimately win or lose their customers.

For the auto insurance space, there is no bigger “moment of truth” than the claims process. It is during claims interactions where customers find out if the customer experience is truly effortless, if the employees are truly empathetic, and if the brand is ultimately making good on its promise to prioritize their physical and financial well-being.

Unfortunately, many brands are failing the test, and in turn squandering the opportunity to cultivate lasting customer loyalty. LexisNexis Risk Solutions’ groundbreaking report “Exceeding Expectations Or Falling Short?” reveals that customers who have experienced an auto claim are 35% more likely to switch insurance carriers.

Why are auto insurers missing the mark on the most important part of their offering? Of course a rate increase matters, but it is not the only thing that matters.

The “Exceeding Expectations” uncovers the full gamut of factors that determine whether a policy holder becomes a loyalist or a flight risk. Diving deep into factors like customer effort, self-service, and agent demeanor, it reveals where claims experiences tend to go wrong – and what you can do to ensure they more consistently go right.

After discussing the findings in a recent webinar, we are thrilled to share the report – and arm you with what you need to understand why auto insurance policyholders behave as they do, which aspects of the claims experience carry the most weight, and what steps you can take to ensure each moment of truth becomes a springboard to customer loyalty.

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Is your customer experience truly effortless? Are your employees truly empathetic? Are you making good on your promise to put customers’ physical and financial well-being first? It is during “moments of truth” where you answer these questions, and if you’re in the auto insurance space, there is no bigger “moment of truth” than the claims process.

Unfortunately, many brands are failing the test – and squandering the opportunity to cultivate customer loyalty. LexisNexis Risk Solutions’ groundbreaking report “Exceeding Expectations Or Falling Short?” reveals that customers who have experienced an auto claim are 35% more likely to switch insurance carriers.

CCW Digital is thrilled to showcase the full report, detailing everything you need to know about why customers behave the way they do – and how you can turn flight risks into lasting advocates. Topics include:

• Research into millions of auto claims – and how they impacted customer sentiment
• Top 3 reasons customers switch to a new insurance provider
• Details on which parts of the claims journey represent the biggest “moments of truth”
• Differences between how loyal customers and flight risks think and behave throughout the claims experience
• Impact of self-service and digital engagement on customer satisfaction