Advisen Claims Satisfaction Survey Identifies Top Claims Handlers, Attributes

Top Quote Advisen Ltd. recently announced the findings of the 2017 Claims Satisfaction Survey. The results of the survey are detailed in a report that identifies the carriers and TPAs with the highest quality claims services based upon a variety of claims handling “best practices.” End Quote
  • New York, NY (1888PressRelease) January 10, 2018 - Input from 560 risk managers and brokers revealed FM Global, Chubb, Beazley, Gallagher Bassett, Travelers, and AIG as some of the highest-rated claims handlers. The survey highlights claims satisfaction in four lines of business: Property, Primary Casualty, Management/Professional Liability and Cyber.

    Respondents identified expertise, good communication, accessibility, flexibility, and fairness as the top attributes brokers and insureds are looking for in an insurer/TPA.

    Although generally satisfied with property claims handling, respondents said they would like better communication regarding timing and the schedule of work, flexibility with complex claims, online reporting, and after-hours services.

    For primary casualty, respondents complained about cumbersome online reporting portals, a lack of regular communication, and misinterpretation of coverage.

    Survey participants had the fewest complaints about how professional and management liability claims are handled, but many stated a desire for better explanations on coverage and communication.

    Lastly, for cyber claims respondents asked for a more efficient way to capture the initial loss details, earlier and more frequent communication, and a list of preapproved vendors.

    “An insurance claim is an opportunity for an insurer or third-party administrator to positively influence a policy renewal and earn new business,” said Chad Hemenway, Advisen’s managing editor. “This report gives a revealing look, based on feedback from buyers and intermediaries, into how well the insurance industry is fulfilling promises to pay claims.”

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