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In recent years, clients seem to have given less importance to assistance services when taking out insurance, but when a claim occurs, they may value them much more than expected.
Today we see many insurer advertisements promising a better premium, or cheap insurance prices, while downplaying something essential: the policy cover and the service provided. This applies to both business insurance and insurance for individuals.
Having resources that guarantee quality care and efficient processes, so that information flows quickly and completely, becomes a key element in improving the client’s perception of the company.
How do clients value assistance guarantees before and after taking out insurance?
We should not forget that client opinion has a direct impact on the insurer. When clients take out insurance, they expect the insured event to be dealt with, but they also expect it to be resolved as quickly and as effectively as possible.
What does poor assistance management cause?
Poor assistance service can lead not only to the client not renewing the policy, but also to that client avoiding any other policy with the same company.
With today’s digital communication, users can share their frustration not only with friends and family, which is already serious for the company, but also with social media users, on forums or in blog comments. This can directly affect the insurer’s reputation.
How can insurers improve the quality of their assistance services?
It is essential for companies to invest in the selection and training of employees so they can be decisive, fast and courteous with clients. They must also be supported by clear processes and protocols, as well as specific and efficient IT and management tools. Coordination between departments is key to achieving the desired service levels.
Only when companies achieve the quality of service that clients expect will they be able to offer arguments beyond “cheap insurance” when clients choose a home insurance policy, car insurance, liability insurance or any other cover.[/vc_column_text][/vc_column][/vc_row]