June 12, 2018 07:00
Bernard Deschamps | Photo : Réjean Meloche
Insurers have a vested interest in paying attention to the service offered by people who cover a claim. For the common man, these people are representatives of the insurer.
They contribute to the reputation of its brand, has underlined Bernard Deschamps, CEO of the Mutual of Quebec municipalities (MMQ), which facilitated a discussion on the customer experience to the Day of the insurance of damages 2018.
Michel Laurin, president and chief operating officer ofiA Auto and home, said that the suppliers of his company are partners. It must be chosen with care, in terms of efficiency and costs, but especially the customer experience, he said.
The contract of insurance plans to put the insured in the same position as it was before the disaster, added Mr. Laurin. “The insurer may reduce its costs by improving its efficiency without overwhelming its partners “, he also mentioned.
Denis Dubois, president and chief operating officer of Desjardins general insurance Group (DGIG), has confirmed the need and efficacy and monitoring the work of suppliers. “Sometimes, in trying to deal with the claim quickly, it sends the client at a designated provider. I don’t know how this aspect plays on the perception of the experience of the insured, because the process continues beyond us, ” he explains.
Bruno Guglielminetti, independent consultant and popularizer of the digital domain, is of the same opinion. “In my mind, the providers, the insurers are their representatives. “
Mr. Guglielminetti stresses that one of the pleasures of online shopping is to precisely follow the course of his order, as one does at Amazon. According to him, insurers should offer a similar tracking. “It is impalpable, but it is reassuring. The victim of the disaster feels in control, ” he says.