While the phrase “don’t judge a book by its cover” is applicable in most situations, first impressions can mean a lot, especially when it reflects a company’s image. This is even more important when it comes to a home catastrophe or a natural disaster resulting in property loss or damage. Other than first responder emergency services, insurance companies and claims adjusters are among the first people insureds turn to for crisis help.
Insureds are relying on their insurance provider for adequate coverage and a quick turn-around to get their lives back to normal. It’s also very important to be sensitive to the situation at hand, showing empathy for the terrible disruption in their lives. But when it comes to being on the scene, it’s not the insurance company that shows up, it’s often the adjuster.
According to J.D. Power & Associates 2010 Home Claims Satisfaction Survey, “Among home insurers that provide highly satisfying claims experiences, 71% of their claimants indicate that they ‘definitely will’ renew with their insurer and only 4% say that they have switched insurers since experiencing their homeowners claim. Similarly, 67% of these claimants say they ‘definitely will’ recommend their insurer to others.”
With these statistics we can see the importance of the first contact – and interaction – between the insured and the adjuster. To help this interaction go as smoothly as possible, many carriers partner with contents claims specialists like Enservio. Eliminating the inventory, valuation and replacement process for contents frees up the adjuster to focus on structural damage. It also makes the customer feel like their needs are truly being met and expedites the claim settlement process.
TARP Worldwide, a customer service research firm reported that resolving a customer problem on the first contact results in 96 percent retention. They also reported that:
•50-percent of customers don’t complain – they bring their business elsewhere
•Customer problems decrease loyalty by 15-20-percent; and
•Just one unhappy customer will share that experience with between 11 and 20 other people.
Those are striking stats! Being the ‘face’ of any company is a crucial role – one that should not be taken lightly. As shown by the TARP Worldwide statistics, it costs five times as much to acquire a new customer than it does to retain an existing one. Represent your best self, and your best self for the company you are representing!