Assurant

Toni Buckner

Mobile phones have become essential extensions of daily life. They are our communication devices, workstations, and controllers for connected home devices. When something goes wrong, a cracked screen or a lost device can disrupt productivity and leave us feeling cut off from the world. Assurant’s Connected Consumer Trends Report reveals that 47% of consumers depend heavily on their devices for daily activities, though 44% are often frustrated by technical issues associated with their devices, and 58% experience anxiety when devices malfunction or require repairs.

As devices have become more powerful and ubiquitous, they have also grown more expensive, increasing both the financial and emotional cost of damage or loss. Today’s customers expect protection plans that provide fast, convenient, and transparent service. They also expect resolution options that fit into their lifestyles, whether that is the same day repair at a local store, a replacement shipped overnight, or a smooth mail-in process. Any delay can erode confidence, while, conversely, timely interactions can reinforce the value of coverage.

This reality makes device protection claims one of the most consequential “last mile” touch points in the customer journey. If the process feels seamless and responsive, customers leave with greater trust. If it seems cumbersome or opaque, the damage to brand perception – both for carriers and their protection partners – can be lasting. By turning claims from a pain point into a driver of satisfaction and retention, and integrating advanced technology into the process, protection providers can limit anxiety and create goodwill.

Leveraging AI and Automation to Modernize Claims

Meeting customer expectations at scale requires more than manual process improvements. Technology has become essential to delivering claims experiences that are efficient and personalized. Advances in AI, machine learning, and automation are now reshaping the claims landscape.

Automation can reduce friction by accelerating routine decisions and eliminating unnecessary steps, while AI and machine learning can help insurers improve accuracy within their operations by detecting fraud and predicting the best resolution. Real-time data analysis also makes it possible to tailor claims processes and outcomes based on customer profiles, device type, or geographic location.

“The claims experience is one of the most consequential touch points in the customer journey—seamless interactions build trust, while cumbersome ones can erode confidence.”

For example, AI-driven claims fulfillment can determine whether a customer is eligible for same-day repair, mail-in service, or a replacement device, weighing factors such as device model, repair center inventory and capacity, location, and customer preferences.

While all these technologies have a role to play in ensuring a smooth process, we take it a step further with advanced Dynamic Fulfillment technology that determines the most seamless repair path. A customer in a city with multiple repair locations, for example, might be routed to same-day repair, while a rural customer far from a convenient location might receive an overnight replacement. By adapting in real time to deliver a personalized claims experience the carrier and the consumer both win and get exactly the experience that is best suited for the required repair.

Driving Business Impact, From Customer Satisfaction to Retention

Beyond smoother, more seamless repairs, smarter claims fulfillment can lead to other tangible business results, both for protection providers and the carriers or other commercial partners they work with, such as higher Net Promoter Scores, reduced churn, and better retention. Customers who feel supported are also more likely to maintain their relationship with the carrier brand over time, increasing lifetime customer value and resulting in positive recommendations that reflect well on the protection provider.

One key barrier to real-time data orchestration and AI integration is an overreliance on legacy systems. By prioritizing platforms that can integrate with existing infrastructure, while enabling unified workflows and improved data visibility, technology leaders integrating new technology can empower internal teams to make faster, more accurate decisions and unlock significant operational gains to deliver benefits for both customers and the business.

Reframing Claims as a Strategic Advantage

The claims experience is a key inflection point that has the potential to profoundly impact the customer journey, both positively and negatively. By leveraging technology to make the process as harmonious as possible for the consumer, the industry can deepen relationships, control costs, and support long term growth.