Customer experience is key to addressing catastrophic loss

Buying a first home can be one of the happiest moments of your client's life. Watching a house fire, tornado, hurricane or other unexpected catastrophe destroy that home can be the most devastating. In both situations, insurance professionals should be ready to step in to provide empathetic and helpful support. 

"A good customer experience is key. Experiencing a [catastrophic] loss can be one of the worst moments of a customer's life," Rod Harden, head of catastrophe claims for Farmers Insurance in California. "It's important that companies have well-trained staff ready and respond compassionately and professionally to customers when they have been affected. Training shows through in the customer experience and every touch point, from the agent to the claims handler."

Adopting a policy that provides an optimal client experience can help make the difficult moments of property destruction less stressful. Clear communication is a cornerstone of turning these principles into an actionable way of doing business. 

This approach begins when the policy is first issued. Getting a strong read of policyholders' needs and concerns can help insurance professionals advise and educate their clients about potential risks and other issues. The first step to a good policy is an accurate and up-to-date valuation that reflects the most current and correct replacement cost of a property. A replacement value that is insufficient can lead to unexpected out-of-pocket costs for homeowners who already face a challenging set of circumstances. 

At e2Value, we've pioneered web-based solutions for property valuations that give insurance professionals a reliable way to serve clients. Contact us today to learn more about our services that can streamline your workflow and yield the best results for policies.