The challenge of matching customer expectations of claims with reality

We know that claims are the real proof point for protection. There has been much focus on the reporting of claim pay-out rates, but insurers and reinsurers are also acutely conscious of claims processing times. Claims teams across the industry are striving to improve the customer experience in this area as evidenced in recent years by the greater use of customer supplied evidence. Whilst there are no industry wide statistics on claim payment times, we can at the very least understand what customers expect from us. We surveyed over 500 existing protection customers across the UK and...