85%
Success rate of claims reference capture in the IVR
20%
Reduction in AHT of claims calls
7+ days
Average reduction in claims resolution time
Cutting contact costs for insurance claims department
Cutting contact costs for insurance claims department
Contact and operating costs were too high
A home insurance claims department was receiving high numbers of complaints from customers who kept having to explain their claim to a different advisor every time they called.
This caused frustration at a ‘moment of truth’ in the life of a customer. It also increased the time taken to handle calls, and to resolve claims, both of which were increasing operating costs.
This caused frustration at a ‘moment of truth’ in the life of a customer. It also increased the time taken to handle calls, and to resolve claims, both of which were increasing operating costs.
Analysing customer feedback led to the breakthrough
The business brought in Customer Touch Point to assess the situation. We started by listening to live claims calls and analysing customer feedback. We also analysed time wasted for customers and agents caused by customers having to repeat information when calling.
Based on this research, we redesigned the claims handling process and implemented a new, dedicated claims advisor service. This meant that customers with a claim reference number were allocated a dedicated advisor whom they could reach directly through a new Interactive Voice Response (IVR) system which captured the claim reference.
Based on this research, we redesigned the claims handling process and implemented a new, dedicated claims advisor service. This meant that customers with a claim reference number were allocated a dedicated advisor whom they could reach directly through a new Interactive Voice Response (IVR) system which captured the claim reference.
Just some of the results
Upon completion of the project, we were able to achieve these results …
Reducing costs and claims resolutions
The claims reference capture in the IVR had an 85% success rate at routing callers to their dedicated advisors. The AHT of these calls reduced by over 20% due to not having to repeat information. The average time to claims resolution also fell by over a week.
Without being directly prompted, customers praised the new service in post-call surveys. Many were delighted at the change and the feeling that the business was providing genuine personalised service.
Without being directly prompted, customers praised the new service in post-call surveys. Many were delighted at the change and the feeling that the business was providing genuine personalised service.
Get in touch
If you’d like help to reduce the cost of contact in your business, get in touch for an informal chat. We’ll be happy to discuss your current challenges with you.
