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Claims is not the ‘Moment of Truth’

Claims, whilst at the heart of every insurance policy, is not the only time a customer experiences your offering. Various moments within a policy, controlled by many sales, actuarial, underwriting, and other departments, will affect how the customer experiences their policy (and your service).

Although indeed a key moment, the truth is really developed throughout the entire process relating to a policy – it is the point at which this process is deemed a success, or a disappointment.

Claims is not the ‘Moment of Truth’, but the ‘Moment of Value’.

Read the original piece by Eddie Longworth and discover the Three Key Drivers of the New Claims Department