Taking a broader view of the market, it looks as if the experience of a claim may on average be a net positive for the brand image of the insurers handling the claims – but only modestly so. Since 2017, Clearsurance has been polling insurance buyers of home and auto insurance on their attitudes toward their insurers, collecting more than 125,000 carrier reviews, including net promoter scores. The company has been able to calculate the effect of claims experiences on NPS because its questionnaire also asks whether insurance buyers have had a claim and, if so, how they would rate the claims service they received (poor, fair, good, great or excellent). Overall, buyers with claims gave their insurers a five point NPS boost relative to buyers who had not experienced claims.
Willingness to Recommend Your Insurer
225
Yes
No
198
122
Unsure
0
50
100
150
200
250
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