And the pace of that turnover is continuing to trend higher than most companies have previously experienced. This can lead to disruptions in all aspects of the business. Understandably, new hires require time to learn new skills. They’re often slower than the experienced employees they’ve replaced, and they may make more mistakes as they learn.
“You are constantly having to train new employees on every single aspect of the business. When you have a ton of new people constantly joining your organization, things get missed, things get overlooked.”
One area where these issues make an obvious impact is in claims processing. Many customers are experiencing delays or other problems in the processing of their claims. But customer expectations remain high. People still expect simple, seamless, positive interactions whenever they file a claim. They don’t see challenges within our industry as a reason to settle for slow, unreliable service.
Fact: any time a customer files a claim, they’re statistically more likely to switch carriers. Speed and transparency of the claims process are always important factors influencing customer satisfaction. So now more than ever, insurance professionals need focused support from Nationwide to help them reduce the risk of having to move a client to a new carrier, or of losing a client’s business altogether.
