Business Development Associates
Main PageServicesThe BDA WayEventsAbout BDAResourcesTestimonialsBDA
spacer
spacer
spacer
spacer

Tag Archive for 'call center'

Property Claims Report: Severity and Frequency of Property Damage Increases, Yet Overall Customer Satisfaction Remains High

J.D. Power and Associates recently published their 2013 Property Claims Satisfaction Study, which measures the satisfaction level of 5,500 customers who have reported claims for property damage under their homeowner’s policy between May 2011 and January 2013.

Of the approximate 8% of homeowners that reported a property claim in the U.S. during that time period, the average settlement amount increased to $8,517 as compared to the prior year where the average claim averaged in at $7,937. Contents settlements have increased approximately $250 from year to year while the average repair settlement in 2013 came in at $7,844 compared to $7,151 in 2012.

Out-of-pocket expenses for homeowners nearly doubled, as the average amount in $1,945 increased to an average of $3,888 in 2013.

The survey covers five factors of their experience filing the claim: settlement, first notice of loss, estimation process, service interaction and repair process.

While customer satisfaction with the overall claims process remained high (despite 2011 and 2012 marking a historic number of claims due to catastrophic events) one aspect of the claims process represented a 9 point decrease in customer satisfaction as compared to previous years: the service interaction process.

This drop is being explained as being caused by the homeowner reporting claims through call centers (direct channels) versus directly through their agents. 68% of customers used direct channels in 2013 to report claims, up 11% from 2012.

For those that reported claims directly through their agents, satisfaction ratings were 50 points higher than those that reported claims through call centers. The decrease in or lack of personal interaction, attention and service helped contribute to the dissatisfaction amongst those that reported claims directly to the call center versus reporting the claim through their agent. (It should be noted that the study did find a few direct carriers that did have scores that were complimentary to those who made claims directly to their company).

Although the industry is showing a shift towards direct channels, can insurance companies bring the same personalized attention to the policyholder that will not only create overall satisfaction during the property claim process, but also enough to to retain those policyholders?

And, as the restoration contractor performing the work to bring the customer’s property back to pre-loss condition, you also play an important part in the claims process. Doing good work and being nice to the customers is important for any restoration contracting business. But, it’s not enough for people to decide to choose you as their restoration contractor, whether it’s the agent referring you or the policyholder deciding to choose you over the other two contractors that have given estimates.

If you are a restorer looking to find out more about how to position yourself more uniquely, check out this BDA blog entry that we posted at the beginning of the year.

If you’ve got goals that you have set (or still looking to set) for 2013 that are not on pace to reaching fulfillment, or, you’re still waiting on weather, good luck or program works to be the driving (and unpredictable) factor for growing your business, it’s never to late to redefine your company and gain a unique competitive advantage in your marketplace. (And for goodness sake, don’t wait until 2014 to do something about it!).

For those restorers who are looking to gain that unique advantage and are ready to predictably grow their business, you might be the right fit for the “The BDA Way.” To learn more about how BDA is helping other restorers secure millions in new business, visit us here to find out more information.



spacer
spacer
www.gobda.com
spacer
©Copyright 2011 Business Development Associates, Inc.