When policyholders file claims, they are not only looking to get paid, but to be handled in a customer-centric fashion. Let’s face it, customers want quick and fair resolutions to their claims. �Insurance companies, the independent agents and the claims adjusters who represent them are the front lines of making that happen. �Speed and accuracy are the keys to a satisfactory transaction, and much depends on the claims management system. �A field adjuster, for example, who has access to his customers’ policies on a laptop or mobile device and can input claims information directly is preferable to an adjuster who has to write down information and return to the main office to input data or who hands the customer a sheaf of papers that need to be filled out before processing can continue. �For today’s technologically-savvy customer, even something as simple as appearances can influence customer satisfaction. �An adjuster who shows up with a laptop containing the customer’s policy and the ability to input all claims information will appear to be more “on the ball” than a representative who shows up with a briefcase or car full of file folders. �Modern claims software helps meet those customer expectations, resulting in satisfactory claims experiences, which in turn result in happy customers. �In today’s session, attendees will hear about customer service from the trenches as well as management’s view of setting up technology to ensure that company satisfaction is met.�

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