Three Simple Ways to Provide Support to Your Customers During This Hurricane Season

Louis Lessor, Marketing Specialist

August 8th 2023

Earlier this week, a massive storm system brought high winds and thunderstorms across the East Coast. Two people were reportedly killed, and 1 million customers from Pennsylvania down to Georgia lost power. Many trees were uprooted, and power lines were downed. Flooding also occurred in certain areas.

Hurricane season started on June 1, 2023, and has been relatively quiet. However, the season technically continues through November 30, 2023. Therefore, insurers continue to prepare as much as possible to avoid costly losses later down the road. There’s no doubt that successful planning can be complicated. It is essential to have a plan in place to minimize fallout, and the importance of educating customers cannot be overstated.

Carriers must embrace three critical strategies to navigate any storm: excellent customer service, enhanced communication methods, and frequent updates for insureds.

Customer Service Matters

The insurance industry is undergoing a customer experience overhaul focused on loyalty and retention. That’s because customer acquisition costs nine times more than customer retention. Additionally, according to McKinsey & Company, improving the insurance customer experience can drive profitable growth more than raising advertising spending or lowering prices. So, it is no surprise that an effective response strategy must include excellent customer service.

Customers should be given clear and prompt responses to their inquiries. It is imperative to ensure that customer service agents are well-trained and knowledgeable to provide satisfactory customer service. Moreover, it is critical to listen to and act on customer feedback to be sure that customers feel valued and know they are being listened to. When customers feel like their inquiries are being heard and acted on, they are more likely to be loyal to the company and continue to use their services. Additionally, by responding promptly to customer feedback, companies can ensure that customer service issues are addressed quickly and efficiently before they become bigger problems.

Your team’s ability to provide exceptional customer service is your most valuable asset. Speech analytics and AI can help improve the customer experience. AI can help identify potential issues quickly and accurately, such as customer sentiment and customer preferences. This enables companies to react quickly and effectively, increasing customer satisfaction and loyalty. AI can also automate mundane tasks, freeing up staff to focus on personalized service. To learn more about how Davies is helping with the customer experience please visit our Customer Experience Technology page.

This will enable customer service representatives to offer unwavering support to customers and help them return to normalcy, which is always the number one goal.

Communication That’s Effortless

To earn customer confidence and trust during a time of extreme stress, insurers need to find ways to provide customers with a seamless end-to-end customer journey, starting with communication. Utilizing digital transformation and solutions, insurance carriers can change how they communicate with customers, creating a frictionless process at all touch points.

Efficient communication channels are crucial for customer satisfaction and can significantly impact the overall customer experience. According to the J.D. Power 2023 U.S. Insurance Digital Experience Study, insurers have been succeeding in reaching potential customers digitally, but current customer satisfaction has declined in terms of digital customer assistance.

Communication builds trust, and delivering exceptional communication can be difficult, even in the best of times. With the heightened emotions connected to catastrophes such as hurricanes, the potential for a poor customer experience only increases. Engaging policyholders using clear and personal conversations before, during, and after a disaster provides a regular communication cadence and instills assurance.

These conversations can include educational guidance and tips on protecting customer property. This advice can also be personalized for a large-scale audience through automation and advanced technology or a small-scale audience with a human connection and face-to-face interactions. Both approaches can deliver well-timed and applicable communications that help policyholders make smart decisions and offer support during potential distress.

To deliver these communications efficiently, ensure that all avenues, such as email, text messaging, or phone systems, function correctly. Your customer service agents can assist customers through their preferred contact methods. It’s important to provide options for customers to choose from, along with instructions to simplify the process.

We all scream, “Updates”

Keeping customers informed during the claims process is critical. Moreover, customers are now comparing their digital experience with their insurer to the digital experience of other industries. Providing proactive, personalized conversations from the FNOL across the entire claims journey is now a necessity. To maintain consistent contact, ensure that the systems supporting these updates are prepared for increased demands. By doing so, your customers won’t have to wonder when they should expect to hear from you.

In times of crisis, the importance of smart conversations becomes even more critical. Insurers must be readily available, delivering information that is clear, succinct, and timely. Following these three critical elements, your team can provide exceptional customer service, enable smooth communication channels, and keep your customers informed. You’ll be well-equipped to navigate hurricane season challenges when you cover all bases, protect, and serve your customers when they need it most. Prioritize communication with customers to ensure you’re aware of their needs. Make sure your team is prepared to respond quickly and efficiently in a crisis. Finally, be proactive in finding solutions and providing resources to your customers.

Learn more about our Property Claims Solutions.

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