Doug Cyr, Regional Vice President of Claims, Unica Insurance
Brokers often work as a middleman between clients and insurance carriers. They help their clients through the claims process, guiding them through the often-complex landscape of insurance coverages and how they apply during a stressful claim situation.
Clients expect a seamless process that resolves their claims in a proactive, professional and supportive manner. This is why they purchase a policy and trust a broker to choose the right coverages and carrier for their unique needs and circumstances. In this context, the quality of claims service offered by the carrier becomes a crucial factor in shaping the broker’s reputation for exceptional customer service, which can distinguish a broker from competitors in their commitment to client satisfaction.
This is where the insurance carrier and their claims process can play a crucial role in strengthening the relationship between the broker and the client. In the event of a loss, clients often experience anxiety, frustration, and confusion.
Both brokers and their insurance partners are responsible for alleviating the client’s stress and providing them with essential support. Open communication between the broker and their insurance partner facilitates a smooth claims process and demonstrates their dedication to the client’s well-being. This leads to more satisfaction and loyalty and can result in repeat business, better retention, and positive referrals.
The quality of claims service can also be a determining factor in attracting new clients. In the competitive insurance market, clients have numerous options to choose from. Clients with more complex needs seek brokers and carriers that offer industry-leading expertise and service, and they prioritize overall quality over price shopping alone. By partnering with a carrier that provides a truly outstanding, best-in-class claims experience, brokers can showcase their commitment to client needs and highlight their expertise in the insurance industry.
Brokers who work with carriers offering exceptional, hands-on and professional claims service not only distinguish themselves from their competitors but help strengthen client relationships, improve retention and enhance financial performance.
A successful claims department starts with the right people and the right culture—one of honesty, support, kindness, and opportunity. By adopting a flat corporate structure that includes all team members in decision-making, implementation, and celebration of success, Unica fosters open communication that greatly enhances the level of service we provide our broker partners and their clients.