Sedgwick publishes its second policyholder satisfaction survey regarding claims management.
PARIS, June 14th, 2024 – Sedgwick, a leading global provider of claims management, loss adjusting and technology-enabled business solutions, publishes the results of a new policyholder satisfaction study, two years after its first data collection.
To ensure comparability with the 2022 survey, this year’s study includes three main sections on claims management, claims adjustment and compensation in kind, and policyholders’ appetite for digital tools. Two major new additions to the 2024 survey are a section designed to capture the expectations of professional customers, and new questions on services and ESG.
- While the French are increasingly using a mix of digital (e-mail and internet) and direct (telephone, agency) channels for both underwriting and claims, the demand for human contact is strongly back: 7 out of 10 individuals and 8 out of 10 professionals say they prefer the telephone or agency for both underwriting and claims.
- Overall satisfaction with a home claim for individuals stands at 7.8, a significant improvement on 2022. This score shows that the efforts made by insurers to share information and improve turnaround times are bearing fruit. The items that have improved the most since 2022 are information on claims follow-up, consideration of expectations in relation to the situation, and handling times.
- For professionals, overall satisfaction in the event of property damage stands at 7.5, with a particular focus on the response time after a claim has been declared and the time taken to manage claims. We also note that professionals are looking for solutions proposed directly by their insurer to ensure business continuity.
- Focusing on loss adjusting, the satisfaction score rose faster than overall policyholder satisfaction, reaching 8.7 for both market segments, individuals and professionals. In this way, loss adjusting is becoming a real driver of policyholder satisfaction, thanks to the efforts of loss adjustors networks in terms of explanations, loss adjustors’ posture and real-time monitoring by policyholders of the status of claims.
- Finally, in terms of ESG, the French are still reluctant to accept paying a higher remaining charge for a repair solution with a lower CO² impact, but they are more willing to agree to postpone their loss adjusting appointment by 72 hours to help reduce the latter’s C0² impact. Professionals are more mature on these issues: 49% are ready to accept an increase of their remaining costs, and 61% to postpone their appraisal appointment to improve the carbon footprint of their claim.
Caroline BRUN, Customer Director says: “This study confirms our conviction that we are on the right track in terms of policyholder satisfaction, by providing technological solutions to time-sensitive issues, and by placing the human element at the heart of customer relations. We are committed to regularly assessing our practices and the expectations of the French, with particular attention paid to the specific needs of professionals, for whom we have just launched a dedicated service offering”.
Access the study’s key results!
About Sedgwick
Sedgwick is a leading global provider of claims management, loss adjusting and technology-enabled business solutions. The company provides a broad range of resources tailored to clients’ specific needs in casualty, property, marine, benefits, brand protection and other lines. At Sedgwick, caring counts; through the dedication and expertise of 33,000 colleagues across 80 countries, the company takes care of people and organizations by mitigating and reducing risks and losses, promoting health and productivity, protecting brand reputations, and containing costs that can impact performance. Sedgwick’s majority shareholder is The Carlyle Group; Stone Point Capital LLC, Caisse de dépôt et placement du Québec (CDPQ), Onex and other management investors are minority shareholders. For more, see sedgwick.com.
Tags: Carrier, claims data, Claims management, Data, Europe, France, Loss adjusting, Reporting