Improve the Customer Journey and Mitigate Insurance Risk with a Property Inspection

With increased competition from other property and casualty insurance carriers, you must be focused on providing a superior customer service experience to win over and retain insureds. Unfortunately, insurance carriers typically have little to no face time with insureds, which makes it difficult to build a relationship and establish loyalty.

Committing to improving the customer journey will help you to mitigate insurance risk and unlock additional opportunities to serve insureds. Here are several best practices that you can begin implementing today to create a positive customer journey and retain relationships in a competitive environment:

1. Focus on the customer.
When interacting with customers, be sensitive to their needs and take the time to listen. Identify pain points and look for opportunities to educate insureds. By focusing on the customer, insurance carriers can often uncover additional ways to serve customers, helping to mitigate risk and fill coverage gaps.

2. Be accessible.
Insurance carriers are notorious for being difficult to get in touch with. By offering insureds a wide breadth of contact options (phone, website, mobile app, etc), you’ll be more accessible, leading to increased customer satisfaction.

3. Don’t use technical jargon.
All too often, insurance carriers get too technical during conversations with insureds, which leads to frustration and a negative experience. When speaking with a customer, it’s better to ditch the technical jargon and offer an explanation to the customer in a language that they can understand.

4. Look deeper than the data.
When meeting with an insured to assess the insurance risk of a property, make a point to look deeper than the data. The best way to assess insurance risk is to combine the use of big data with an in-person property inspection. Being able to physically walk the property and gain valuable face time with the insured can help to uncover new opportunities and strengthen the relationship.

Conducting an in-person property inspection is a way that you can differentiate yourself from the competition, build relationships, and ensure thorough underwriting. Insurance Risk Services has been partnering with property and casualty insurance carriers for more than 35 years to provide them with in-person property inspections. We represent our insurance carrier partners, which means that we are the face of your business from the insured’s perspective. Our experience and level of professionalism allows your business to put its best foot forward and create a positive customer experience for insureds.

Contact us at Insurance Risk Services to learn how we can help you to improve the customer journey and more accurately underwrite risk with our in-person property inspections.