Customer Satisfaction

Improving Customer Experience: Service Excellence and Technology

Key Findings

Speed of service (73%) and consistency and reliability (66%) are the leading factors for achieving high customer satisfaction among North American carriers.
77% of global and North American carriers prioritize claim processing accuracy as the top-quality metric of claim management performance.
Nearly two-thirds of carriers, both globally and in North America, are investing in advanced technology to improve service quality.
62% of North American carriers emphasize training and development as key to achieving customer service excellence.

Inspiring customer confidence through clear communication and speed of service

As customer expectations evolve, carriers are increasingly focused on delivering faster and more personalized service. As such, carriers worldwide are focusing on addressing service gaps in critical areas, such as sales and claims, to provide a personalized and seamless end-to-end journey, with the goal of improving customer satisfaction. In fact, successful customer-centric transformations in insurance typically lead to a 20% uplift in employee satisfaction.^[¹^]

Globally, clarity of communication (69%) and speed of service (65%) are identified as the most critical factors in creating a positive customer experience. This is followed closely by the need for consistency and reliability, as noted by 54% of carriers. North American carriers share these priorities but place even greater emphasis on speed of service (73%) and consistency and reliability (66%). These regional nuances highlight a shared commitment to delivering dependable, high-quality service tailored to market expectations.

Claims resolution speed and accuracy lead service quality priorities

Within claims management, compliance and reporting is often highlighted as one of the most complex and tedious tasks for claims handlers. For instance, in motor insurance, the tedium peaks with 52% for customer communication and 51% for compliance and reporting, suggesting strain from customer interactions and administrative workload.^[²^]

As such, carriers are honing their focus on speed and accuracy as the cornerstones of customer satisfaction. According to our survey, 77% of global and North American carriers prioritize claims processing accuracy as the most critical metric for measuring performance. Resolution speed follows closely, with 70% of North American and 64% of global carriers, identifying it as a top metric.

These priorities reflect a broader industry effort to deliver precision and efficiency in claims handling. Leveraging technology to improve transparency and reduce delays has become central to achieving these goals, enabling carriers to meet growing customer demands with confidence.

Investing in technology and training to meet rising expectations

Service quality and technology are becoming ever more vital in reshaping service delivery to meet rising customer expectations. Carriers are investing heavily in digital tools, such as automation, AI, and data analytics to enhance operational efficiency and customer experience.

According to our survey, 65% of carriers globally and in North America are investing in advanced technology to streamline processes and enhance service delivery. North American carriers are also emphasizing employee training and development, with 62% implementing programs to improve service quality. Monitoring customer feedback and service metrics is another key strategy, helping carriers identify opportunities for continuous improvement and deliver exceptional experiences that align with customer expectations.

Partnering for service excellence

In today’s customer-centric market, meeting rising expectations requires carriers to address service gaps, improve claims accuracy, and enhance operational efficiency. This environment calls for a collaborative approach, where carriers can rely on trusted partners to navigate challenges and drive improvements in service delivery.

A partner with deep expertise in claims management and a commitment to continuous improvement can play a pivotal role in refining processes, leveraging advanced technology, and fostering better outcomes for customers. By focusing on clarity, speed, and reliability, such partnerships can help carriers build trust, enhance customer satisfaction, and maintain a competitive edge in a rapidly evolving landscape.

^{[1] “}^{Elevating customer experience: A win–win for insurers and customers}^{”, McKinsey & Company, 21 Sept 2023.}
^{[2] “}^{Customer Experience | The Claim Handler’s Perspective}^{”, Sprout.ai, 17 Apr 2024.}