2023 U.S. Claims Digital Experience Study - Study Refresh
To capture even more actionable insights, the 2023 U.S. Claims Digital Experience Study has undergone a light refresh including a fully revised Key Performance Indicator (KPI) model. Explore the updates below.
Methodology
Estimation Process
Expanded photo/document upload questions
Status Updates
Moved to its own section to improve recall
Status Updates
Expanded questions for accuracy and frequency of updates
Settlement Process
Additional questions to gauge payments over digital channels
Digital Channel Affinity
Battery of questions to measure effectiveness and efficiency of digital channels during claim process
ROI
Measuring the digital channel impact on claimant loyalty
Key Performance Indicator Model
Previous KPI Model
Focused on ease of tasks
Revised KPI Model
Expanded for holistic capture of claims process
Estimation process was very easy
Reporting process was very easy
Settlement process was very easy
Repair process was very easy
Easy communication during claim process
Easy settlement process
Easy estimation process
No issues accessing info in status updates
Website/app didn't perform slowly
Carrier discussed how to read estimate
Photos/videos provided were sufficient for estimate
Carrier contacted after claim
Used digital channel for settlement explanation
Did not have to call carrier for status update
Questions? Let's Connect
If you have any questions about the 2023 study refresh, please reach out to our team.
