Case Study
Insurance Company Customer Trust and Claims Experience
METHODOLOGY
Quantitative & Qualitative, End-to-End Claims Experience Analysis
TYPE OF STUDY
Customer Experience & Trust Research
SAMPLE SIZE
2,085 (1,200 claimants, 85 in-depth interviews, 600 non-customers, 200 additional benchmarking)
LOCATION
USA
INDUSTRY
Insurance
SEGMENT
Customer Trust & Claims Experience
SUB-SEGMENT
Auto, Home, & Life Insurance Claims
TARGET AUDIENCE
Policyholders (Under 30, 30–50, 50+), Prospects
The Challenge
A regional insurer with 800,000 policyholders faced declining customer trust amid growing competition from digital-first insurers. Key issues included:
- ● Customer trust scores in the bottom 25% of industry benchmarks
- ● Claims satisfaction at 2.8/5 despite meeting processing standards
- ● 41% of customers under 40 considering switching to competitors
- ● Limited understanding of customer expectations throughout the claims journey
Our Approach
Quest Sampling conducted a comprehensive end-to-end claims experience study to identify trust drivers, communication preferences, and process pain points:
- ● Claims Journey Mapping: 1,200 recent claimants across auto, home, and life insurance
- ● Emotional Response Study: 85 in-depth interviews during active claims
- ● Competitive Benchmarking: Mystery shopping across 12 competing insurers
- ● Non-Customer Research: 600 prospects who chose competitors
Advanced approaches included stress point identification, trust factor hierarchy assessment, communication preference analysis, and mapping digital vs. human interaction expectations.
Key Insights
- Trust Factors: Transparency (38%) and proactive communication (29%) outweighed speed; empathy (21%) and technical expertise (12%) were secondary but meaningful.
- Communication Preferences: 82% preferred text/email for routine updates, 67% wanted video calls for complex claims, 91% valued a single point of contact.
- Age-Based Expectations:
- ● Under 30: Mobile app and chat support
- ● 30–50: Efficiency with human backup for complex issues
- ● 50+: Phone communication with digital confirmations
Impact
- ● Process Improvements: Proactive communication system, single claims advocate, empathy-based staff training, real-time claims tracking.
- ● Technology Enhancements: Mobile app with photo/document upload, AI-powered initial assessments, video call capability, self-service policy portal.
- ● Communication Strategy: Crisis templates emphasizing empathy, educational content, feedback loops, and “Claims Confidence” pre-incident program.
Business Results
- ● Customer trust scores ↑ 24th → 78th percentile
- ● Claims satisfaction ↑ 2.8 → 4.4 / 5
- ● Retention ↑ 43% among under-40 policyholders
- ● NPS ↑ –12 → +34
- ● Claims processing efficiency ↑ 28%
- ● New policy sales ↑ 52% via positive word-of-mouth
Conclusion
Quest Sampling revealed that customers value feeling heard and supported over speed alone. By prioritizing transparency, empathy, and clear communication, the insurer rebuilt trust, improved satisfaction, and strengthened customer loyalty across age groups.
Client Testimonial
"Quest Sampling showed us that our customers didn't need faster claims processing—they needed to feel heard and supported during difficult times. Their research revealed that empathy and transparency were more powerful than efficiency alone. This insight revolutionized our entire customer experience philosophy."
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