The claims journey has been significantly impacted by increased repair times, according to a recent report from accident management specialist Motor Repair Network.
Average repair cycle times have been on the increase across the industry since the beginning of 2021. Driven by a shortage of technicians, parts delays, and low availability of replacement vehicles.
As well as taking steps to mitigate delays, insurers and claims management companies have increased their focus on policyholder communication. Seeking to maintain trust in the process by setting clear expectations at the outset and providing updates throughout the repair.
A new report on ‘The Evolving Customer Journey’ from Motor Repair Network examines best practice and emerging trends in policyholder communication.
SMS is the preferred channel for repair updates
According to data from Motor Repair Network’s proprietary claims management system, a massive 82% of people chose to receive SMS updates when offered the choice of text, email or phone call.
Mobile-friendly technology is essential
A massive 95% of visits to our online repair tracker were made from mobiles or tablets.
Plus, by offering an app-based image capture solution, Motor Repair Network was able to increase the number of claims with usable images by more than 40%.
Customers expect to communicate through multiple channels, without having to repeat themselves
As people seek to interact with brands across multiple channels, it’s important that each interaction feeds into a single view of customer requirements.
Data and analytics are core to informing communication strategies
Regular monitoring of data from feedback, audits and inbound volumes should be used to identify opportunities to improve.
As businesses develop more digital tools to support the claims journey, data and analytics should certainly form part of the strategic planning process
Growing trend for self-service and AI
As self-service and AI technology improves, consumers are coming to accept it as part of a holistic service offering. The human touch is still important, especially for complex issues and key moments in the customer journey, but there’s a growing expectation that basic information will be available instantly.
For full details, click here to sign up for your free copy of the report.