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Getting the Claims Process Right: How Insurers Can Use Customer Feedback to Improve Customer Experience and the Bottom Line

How can insurers ensure great experiences for their customers while also keeping the cost of managing and settling claims under control? In this brief, the Medallia Institute shows how collecting customer feedback throughout the claims process can contribute to these goals by allowing insurers to:

  • Identify needs of different customer segments
  • Enable personalized action in real time
  • Identify and fix systemic issues with the claims process