Helping Insurers Weather Storms during “The Moment of Truth”
By Jerry Beigel, Safelite® Solutions Senior Vice President
While our company blog, Safelite’s Delight, has generally focused on our business-to-consumer (B2C) segment, there are also many stories and insights about customer service regarding our business-to-business (B2B) segment, which is a claims management provider and national contact center for property and casualty insurance companies.
Just as we aim to delight those who choose Safelite® to replace or repair their vehicle glass, we also strive to delight the insurance carriers we serve… and their policyholders.
One “moment of truth” came when Super Storm Sandy ravaged much of the Northeast, and insurance companies turned to us to help with the spike in call volume.
Long before storms make landfall, many insurers engage Safelite® Solutions to help manage anticipated call volume increases. In an average week, the company manages about 4,000 non-glass first-notice-of-loss (FNOL) calls with 90% of calls answered within 20 seconds and an abandonment rate of 2.3%.
In the week most impacted by Super Storm Sandy, Safelite® Solutions managed about 14,000 non-glass FNOL calls, answering 91% within 20 seconds and only 2.5% were abandoned.
In the wake of Super Storm Sandy, the team successfully managed an estimated 900% increase in overall call volume while still recording 100% of all calls and remaining highly customer-focused.
Why do insurers turn to Safelite® Solutions for help with catastrophes?
Reason One: Business Continuity
Safelite® Solutions has three ISO-certified, fully integrated and redundant facilities and will expand to four in 2013. The company also features state-of-the-art technology, years of successful claims management experience and scalability to handle even the largest storms. In fact, Safelite® Solutions handled nearly 4 million claims in 2011 and managed approximately 40 million since its inception. This makes Safelite® Solutions the best-equipped to provide uninterrupted service to policyholders – even during catastrophic weather events.
Reason Two: Outstanding Service
Insurance associates who had to deal with the aftermath of Super Storm Sandy understand there is a storm after the storm. One storm damages life, property and quality of living, while the second has the potential to devastate an insurance brand as claim volumes surge and overwhelm available resources.
As hold times grow and voices tire from relentless volume, losses can be measured in both claims severity and service severity. Insurers that were properly prepared with prompt, compassionate responses will likely be rewarded with renewals, while those without a contingency plan may be counting their losses down the road.
Safelite® Solutions’ professional and kind customer service representatives provide excellent policyholder service during the pivotal claim experience – something J.D. Power and Associates refers to as “the moment of truth.”
Safelite’s ability to help insurance companies serve their clients, regardless of catastrophic events, is one reason we were the runner up for the 2011 Global Call Center of the Year Award, the Silver Medalist in the 2012 Best in Biz Customer-Friendly Company category, the 2011 International Service Excellence Award winner and much more.
We thank our superb team members who have delivered on our commitment to customers!