Engaged Claim Handlers Are Crucial to Superior P&C Insurance Claim Management

Towers Watson Property & Casualty Claim Officer Survey

Toronto, ON (Nov. 20, 2014) – Loss cost containment is the paramount operational goal of chief claim officers (CCOs), and proactive, engaged claim handlers are essential to achieve that end, our ninth Property & Casualty Claim Officer Survey finds.

Eighty-nine percent ranked loss cost containment either first or second in operational claim goals, exceeding superior customer service (71%). Commercial line carriers find it particularly important. Personal lines carriers also emphasize customer service, a function of serving individual customers that have multiple options in a competitive marketplace.

Passive claim handling is the top barrier to achieving superior claim outcomes on individual claims (77%), far surpassing ineffective supervision (60%) (Figure 1).

Figure 1. Top barriers to superior claim outcomes

Figure 1. Top barriers to superior claim outcomes

The report on the survey also describes how claims deals with:

  • The Course of a Day: Daily Priorities; Empowerment
  • Key Challenges
  • Quality Assurance
  • Build a Strong Front Line

To read the rest of the survey results or to save a PDF copy from Towers Watson, click here.

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SOURCE: Towers Watson