Your claims NPS is 28. Your competitors who invested in customer experience are at 65.
Customers chase adjusters for updates. Wait weeks for settlements. Have no visibility into claim status. Poor claims experience drives churn and negative reviews. Regure transforms claims from frustration to satisfaction.
Claims experience is the moment of truth — and most carriers fail
The Customer Pain Points
Industry research shows claims experience is the primary driver of customer retention or churn. Here's what customers complain about:
- "I have no idea what's happening with my claim": No visibility into claim status. Customers call repeatedly asking "where's my claim?" because they have no other way to get information.
- "I can't reach my adjuster": Calls go to voicemail. Emails get slow responses or no response. Customers feel ignored and unimportant.
- "I had to submit the same documents 3 times": Documents get lost in email or saved locally. Customers re-upload the same photos and forms because the carrier can't find them.
- "The settlement took forever": 45-60 day cycle times when customers are dealing with emergencies. Every delay compounds stress and frustration.
- "No one explained what's covered": Customers don't understand coverage decisions. Denials arrive as form letters with no context or explanation.
- "I had to take time off work for a phone call": No self-service options. Every interaction requires phone calls during business hours when customers are working.
- "They never updated me": Communication blackouts. Customers hear nothing for weeks, then suddenly get a settlement offer with no context.
Poor claims experience is the #1 driver of customer churn in insurance. Customers remember the claims process for years.
The Business Impact
Bad claims experience damages the business in measurable ways:
- Customer churn: Industry data shows 25-35% of policyholders shop for new insurance after a claim, regardless of settlement outcome. Poor experience accelerates switching.
- Low NPS scores: Net Promoter Scores for claims consistently lag behind policy service. Customers who were satisfied for years become detractors after one claim.
- Negative reviews: "Terrible claims experience" dominates insurance reviews on Google, Yelp, and social media. Difficult to acquire new customers when reviews are negative.
- High customer service costs: Customers calling repeatedly for status updates overwhelm customer service teams. 40-50% of customer service volume is "where's my claim?" calls.
- Adjuster burnout: Adjusters spend hours on customer service calls instead of working claims. Repetitive "what's the status?" questions are demoralizing.
- Competitive disadvantage: Insurtech competitors advertise "claims paid in 3 days with full transparency." Traditional carriers can't compete on experience.
Legacy claims systems were built for carrier efficiency, not customer experience
No Customer-Facing Tools
Claims systems are internal tools for adjusters. They were never designed with customer access in mind. No self-service portals, no mobile apps, no real-time status tracking.
Customers can't check claim status, upload documents, or communicate with adjusters without phone calls or email. Every interaction requires adjuster intervention.
Communication Blackouts
Claims move through stages (intake, investigation, assessment, approval, payment) but customers aren't notified of progress. No automated status updates or milestone communications.
Adjusters intend to keep customers informed but get busy. Days or weeks pass without communication. Customers feel abandoned and chase adjusters for updates.
Slow Manual Processes
Everything takes longer than it should: document processing (3-5 days), routing and assignment (2-3 days), approvals (5-7 days), payment processing (5-7 days).
Customers don't understand why simple claims take 45 days. From their perspective, "I uploaded photos and an estimate — why can't you just pay me?" Manual processes create delays customers find inexplicable.
Limited Transparency
Customers have no visibility into why decisions are made. Coverage determinations, settlement amounts, document requests — all arrive as fait accompli with minimal explanation.
When customers don't understand the "why" behind decisions, they assume carrier incompetence or bad faith — even when decisions are correct and fair.
Customer-first design with self-service portals, proactive communication, and transparency
Regure is built around the customer experience. Self-service portals provide 24/7 claim visibility. Automated communication keeps customers informed at every stage. Fast processing delivers settlements in days, not weeks. Transparency builds trust.
1. Self-Service Customer Portal
Customers access branded portal to manage claims 24/7 without calling adjusters:
- Real-time status: See current claim stage (received, under review, awaiting documents, approved, payment processing, closed)
- Document upload: Upload photos, receipts, invoices, medical records via drag-and-drop. Automatic classification and attachment to claim.
- Communication thread: Send messages to adjuster and see full conversation history. No more "I sent that in an email 2 weeks ago."
- Document library: Access all claim-related documents (estimates, settlement letters, payment confirmations) anytime
- Timeline view: Visual timeline showing what's happened and what's next
- Mobile-optimized: Full portal functionality on smartphone (photo upload from camera, status checks, messages)
Customers check status themselves instead of calling. Reduces "where's my claim?" calls by 60-70%. See Claims Platform for portal details.
2. Proactive Automated Communication
Customers receive timely updates at every stage without needing to ask:
- Claim received confirmation: Instant email/SMS when claim is submitted with claim number and next steps
- Assignment notification: "Your claim has been assigned to Sarah Chen" with contact info and timeline expectations
- Document requests: Specific, clear requests for additional information with upload links and deadlines
- Milestone updates: Automatic notifications when claim moves to new stage (investigation complete, approved, payment sent)
- Settlement offers: Clear explanation of settlement amount with accept/reject options and payment timeline
- Payment confirmation: Notification when payment is initiated with expected arrival date and tracking
No communication blackouts. Customers always know what's happening and when to expect next update.
3. Fast Automated Processing
Automation eliminates delays that frustrate customers:
- Instant document processing: Documents classified and attached to claims in seconds instead of 3-5 days. Customer uploads photo at 2pm, adjuster reviews it at 2:01pm.
- Immediate claim assignment: Auto-routing assigns claims to appropriate adjuster instantly. No 2-3 day assignment delays.
- Fast approvals: Parallel approval workflows reduce approval cycles from days to hours. Small claims auto-approved instantly.
- Quick settlement: Automated payment processing cuts settlement time from 5-7 days to 1-2 days. Some carriers offer same-day payment via ACH or digital wallet.
Average cycle time drops from 45-60 days to 20-30 days. Simple claims settle in under 10 days. Speed drives satisfaction. See Speed Up Cycle Time for details.
4. Transparent Decision Explanations
Customers understand why decisions are made, building trust even when news isn't what they hoped:
- Coverage explanations: Settlement letters explain what's covered, what's not, and why (with policy references)
- Settlement breakdowns: Itemized calculation showing how settlement amount was determined (estimate amounts, depreciation, deductibles)
- Document requests with context: Instead of "we need more information," explain exactly what's needed and why (e.g., "We need photos of the damaged roof to verify the scope of repairs")
- Denial letters with detail: Specific policy language and rationale, not generic form letters
- Process education: Portal includes helpful content explaining common claims processes and timelines
Transparency reduces disputes, complaints, and bad faith perception. Customers may not always like the answer, but they understand it.
5. Omnichannel Communication
Customers communicate via their preferred channel, all integrated into unified claim record:
- Portal messaging: Async conversation with adjuster, all messages logged
- Email: Traditional email integration with automatic attachment to claim files
- SMS: Text message updates and two-way communication for simple questions
- Phone: Call logs automatically attached to claims with notes
- Video calls: Schedule video inspections or consultations directly from portal
- Mobile app: Dedicated mobile app for FNOL submission, document upload, status tracking
Customers choose their preferred communication method. All interactions centrally logged. No more "I told someone about that" with no record.
6. Satisfaction Measurement and Improvement
Built-in customer satisfaction measurement with closed-loop improvement:
- Automated NPS surveys sent at claim closure
- Real-time satisfaction dashboard showing scores by adjuster, claim type, office
- Automatic flagging of dissatisfied customers for proactive outreach
- Sentiment analysis on customer messages to identify frustration early
- Correlation analysis showing which factors drive satisfaction (speed, communication frequency, transparency)
- A/B testing of communication templates and processes to optimize experience
Measure what matters. Identify dissatisfaction early. Continuously improve based on customer feedback.
40%+ increase in customer satisfaction. Faster settlements. Fewer complaints. Lower churn.
Claims NPS increasing from 28-35 (industry average) to 55-65 through faster processing, better communication, and self-service access.
Self-service portal eliminates "where's my claim?" calls. Customer service teams redirect capacity to complex issues requiring human help.
Automated processing reduces average settlement time from 45-60 days to 20-30 days. Simple claims settle in under 10 days.
Proactive communication and transparency reduce formal complaints and supervisor escalations. Customers feel heard and informed.
Satisfied customers leave positive online reviews mentioning "fast claims" and "great communication." Improved reputation drives new customer acquisition.
Customers who have positive claims experience are significantly more likely to renew. Retention improves, reducing acquisition costs.
Real-World Example: Personal Lines Carrier
A personal lines carrier (auto and homeowners) had a claims NPS of 31 and was losing 28% of policyholders within 24 months of filing a claim. Customer complaints focused on slow processing, poor communication, and inability to check claim status without calling. Customer service was overwhelmed with status inquiry calls.
After implementing Regure's customer experience platform:
- Self-service portal launched with 24/7 claim status access and document upload
- 82% of customers registered for portal within first 6 months
- Automated status updates sent at each claim milestone (avg 4-5 updates per claim)
- Average cycle time reduced from 52 days to 26 days through process automation
- "Where's my claim?" calls dropped 73% (from 1,200/month to 320/month)
- Claims NPS increased from 31 to 62 over 18 months
- Post-claim retention improved from 72% to 86% (14-point improvement)
- Positive online reviews mentioning claims experience increased 280%
- Customer service costs reduced $420K annually (fewer calls, shorter call times)
"Our claims process went from our biggest liability to our competitive advantage. Customers now mention our claims experience as a reason they choose us and refer friends. We advertise 'claims settled in under 30 days with full transparency' because we can actually deliver on it." — Chief Customer Officer
Great customer experience requires speed, transparency, and self-service
Speed Up Claims Cycle Time
Faster settlements directly improve customer satisfaction. Learn how Regure reduces cycle time by 40-50% through automated workflows.
Claims Automation Platform
See how customer portals, automated communication, and workflow orchestration create seamless customer experience.
Email-to-Claim Automation
Customers upload documents via portal or email. Instant processing means customers never wait for document handling.
For Carriers & TPAs
Learn how carriers are differentiating on customer experience to reduce churn and improve competitive positioning.
See how Regure solves this for your team
Book a 20-minute demo and we'll show you the self-service portal, automated communication, and process improvements that increase customer satisfaction by 40%+.