Life Insurance Providers Are Keeping Claimants in Mind
DALBAR Identifies Firms that Seek to Ease the Burden of Filing a Life Insurance Claim
Empathy and ease, two critical components of self-service life insurance experiences, and a recent review conducted by DALBAR identified the firms that very intentionally seek to extend both to their claimants.
In addition to scoring highest overall for their online term life experience, Nationwide's depth of support also edged out competitors by a significant margin. Ease of use is obviously top of mind, with an industry leading feature that enables claimants to locate their loved ones' policies without the use of a policy or contract number.
"We want to make things easy for our customers to gain access to life insurance and easy for their loved ones when it's time to make a claim," said Holly Snyder, president of Nationwide's Life Insurance business. "Being ranked number one by DALBAR for three years in a row shows our long-term commitment to delivering an extraordinary customer experience."
Second overall and at the top for Usability, Lincoln Financial succinctly lays out what is needed to complete a claim, communicates by what method claimants will hear from the firm and provides next steps. Recognizing the sense of comfort felt in knowing what to expect and when, the firm goes above and beyond in providing time expectations for each step in the process.