Natural language technology may offer one way for property insurance carriers to change a disappointing trend revealed in a recent customer survey about insurer claims service, some experts believe.

Executive Summary

Natural language technology may offer one way for property insurance carriers to change a disappointing trend in survey results related to customer satisfaction in insurer claims service by helping them to respond to claims quickly and empathetically. Additional benefits are summarized.

The latest J.D. Power 2016 Property Claims Satisfaction Study found that policyholder satisfaction with homeowner insurers’ customer service is on the decline, highlighting a dip in customer ratings of insurer responsiveness as a factor driving down overall claims handling marks. The J.D. Power report noted that younger customers, in particular, want more help from insurers for such things as selecting a contractor.

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