The customer journey for insurance claimants

Making a claim against an insurance policy is a moment of truth for consumers. Often at the time of claiming consumers have just been involved in an emotional event. As such this journey involves negative emotions including guilt, anxiety and frustration.

Confusion about the correct process, anxiety from communication difficulties and disappointment from being offered solutions that do not meet expectation are common pain points in this process.

This whitepaper looks at the different stages of the claims process from the perspective of policyholders, common pain points and how insurers can smooth the claimant’s journey.

Topics covered:
• Claimant needs.
• Four key stages of the claims process.
• Improving the claimant’s experience.