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
1
Filing a claim is a highly emotional experience
2
Customers will always remember how an interaction with a Nationwide associate makes them feel
Customer
Members
Organization
Property & Casualty, Personal Lines
Core 4 Experience
Use
Principles
Reassuring
Goal
Restore their home