People expect their policies to help cover losses resulting from fire, theft, severe storms or injury lawsuits. Most people realize that every policy has exclusions, but it’s rare for any customer to understand these details fully. When a claim is filed but something isn’t covered due to an exclusion, explaining the situation to a client’s satisfaction can be one of the biggest challenges an insurance professional might face.
“I want to see the carrier fulfill their promises as well as I fulfill my promises to my client. Communication – everything boils down to communication.”
Even in the best of circumstances, having filed a claim increases a customer’s likelihood of switching insurance carriers. When the customer is caught off guard by an exclusion, the situation can be even more difficult. To address these moments effectively and reduce the risk of losing business, insurance professionals need focused support from Nationwide. Speed, transparency and empathy across every step of the claims process can have a strong influence on customer satisfaction.
