Scenario
When our home insurance customer experienced a broken water pipe, the Nationwide claims adjuster delivered on our “On Your Side” promise and exceeded the customer’s expectations.
The claims adjuster assessed the damage after the claim was filed and settled it quickly so that the customer was restored “way faster” than the customer thought was possible.
“We’ve never had that kind of experience with an insurance company before.”
Takeaways
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Big picture
When a claims adjuster is prompt, understanding and compassionate, our customer’s experience reflects our CX Principles of effortless, personal and reassuring.
Business Impact
A reassuring customer experience can increase customer loyalty and retention, as satisfied customers are more likely to renew their policies and recommend Nationwide to friends and family.
