Industry: Insurance
Function: Customer Service
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| Satisfied policyholders and claimants (30%)
• Fast and fair claims settlements • Answers to questions • Investigations • Understandable explanations of settlements |
• 85%—90% of policyholders say:
• They were pleased with how quickly they were contacted. • The settlement process was quick, easy and caused no surprises. • The settlement was a fair one. • They were able to contact someone when they needed to. • They understand why they received what they did as a settlement. • (Shared with Claims, Underwriting, Marketing, Actuary and the agencies.) 2% increase in retention rate. |
| Improvements to claims services and processes (15%) | • At least 1 improvement idea for each employee/year.
• At least 3—4 improvements implemented/year that produce a positive effect on customer satisfaction and/or costs. |
| Budget management (10%) | • Regional Claim Manager is satisfied that all expenditures are justified and support business goals. |
| Quality services from vendors and suppliers (10%)
• Accurate information • Payments • Compatible procedures |
• 95%—98% of customers say they are satisfied with the:
• Overall quality of work done by the vendor. • Vendor doing work as promised. • No vendors have a pattern of customer complaints. |
| Motivated, productive and innovative branch management team (20%)
• Corporate vision • Management training • Tools and equipment • Authority • Support • Expectations • Feedback • Rewards and recognition • Information |
• The Regional Claim Manager is satisfied that:
• All employees have written performance standards. • All employees know how they’re doing compared with their standards. • All employees receive at least 1 informal interim review/year. • All employees receive an annual written performance appraisal. • All employees are meeting their performance standards or a performance improvement plan is in place. • A reward and recognition system exists and is being used. • Salary increases are differentiated based on performance. • Surveyed branch employees say: • They understand the Company's direction, branch goals and their role in achieving these goals. • They understand specifically what their supervisor expects of them. • They understand how well they are performing and where they need to improve. • They have the necessary tools and equipment to accomplish their work. Where they do not have what they need, they understand why. • They have the necessary authority to perform their job. • Their performance appraisal accurately reflects their performance. • They have the skills and knowledge they need to do their jobs, or a plan to obtain them. • Their good performances are acknowledged and appreciated. |
| Effective agencies (5%)
• Answers to coverage questions • Trained agents and staff • Feedback on risks |
• 98%—99% agents say:
• The training is worth the time they spent. • They’ve had access to all the training they’ve needed. • They can get questions answered in time to satisfy their customers. • They don’t find out later that the information provided by Claims was incorrect. |
| New business leads (5%) | • At least 1 quality lead/week is turned in for each adjuster. (The agent finds that the lead is interested in receiving a competitive quote for Company products.) |
| Special projects completed (5%) | • To be developed when projects are assigned. |
Customer Diagram: Branch Claims Manager
