With only 35% of claims reported to NARS by phone, most claims do not benefit from an immediate voice-to-voice discussion regarding a loss. A quality first contact can make all the difference during a stressful time. A policyholder or claimant needs to feel like they are cared for, as well as receive clear communication that sets expectations for the claim process.
In line with our customer-centric approach, we decided to create a Customer Care Unit in order to ensure every individual that reports a claim via our website, email, mail or fax receives voice-to-voice contact as quickly as possible. Launched in May of 2019, this team proactively provide a first contact that secures loss details beyond what was already provided, triages claims, reviews coverage and secures third-party reporting like policy and fire reports.
At times, adjuster office hours can impact responsiveness. Impacted individuals may also be limited due to their employment. As this unit works longer hours and weekends, we combat these delays. The Customer Care Unit is operational from 8:00 am to 8:00 pm EST on weekdays and 8:00 am to 5:00 pm EST on weekends.
When necessary, Customer Care Specialists will assign mitigation vendors and engage independent adjusters for on-site inspections. Specialists accelerate the investigation, while the assigned adjuster will still review the loss details, confirm coverage, conclude the investigation, evaluate damages and negotiate a fair settlement.
The Customer Care Unit was limited to first-party residential property claims during it’s first month of launch. Next month, we will add personal automobile claims. As the team grows, we will expand to other lines of business.
As a result, we expect to enhance customer service, as well as increase efficiencies, production and communication with policyholders and claimants.