19 JUNE - 2023CXO INSIGHTSCLAIM: THE MOMENT OF TRUTH FOR INSURANCE SERVICES Based on my 20 years of experience in general insurance services, the moment of truth is when a customer files a claim. It's a critical moment that can make or break their reputation. The customer is already in a vulnerable position, having suffered a loss, and relies on the insurance company to assist them in their time of need.Excellence in claim services is, therefore, the moment of truth for general insurance companies. It's an opportunity to demonstrate their commitment to their customers and show that they are there to help them through difficult times. In this article, I will explore more about this issue.The Importance of Claim ServicesThe ultimate goal of insurance is to provide financial protection to customers in the event of an unexpected loss. However, filing a claim can be complex and confusing, especially for customers who are unfamiliar with insurance policies and procedures. This is where claim services come in.The Elements of Excellence in Claim ServicesTo achieve excellence in claim services, insurance companies need to focus on several key elements:· Communication: Clear and timely communication with customers is essential. Customers need to be informed at every step of the claims process, including what documents they need to provide and what the next steps are.Most customers are laymen. So, when communicating with customers, refrain from using completed insurance terms that would only worsen customer confusion and frustration.· Timely responses are also critical when delivering excellence in general insurance claim service. The company should respond promptly to any queries or concerns the customer may have about their claim. This helps build trust and confidence in the insurance provider, as well as ensure that the customer feels valued and respected.· Efficiency: The claims process needs to be streamlined and efficient, with minimal delays or errors. Customers should not be left waiting for long periods or have denied claims due to administrative errors.By Budi Harto, General Manager, Non-Motor Vehicle Claims, PT Asuransi Central AsiaBudi Harto
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