Insurer Communication During the Claims Process

Insurer Communication During the Claims Process:
An Integral Element of Policyholder Satisfaction and Loyalty

As the ultimate moment of truth in the P&C insurance industry, the claims experience can either create loyal policyholders or contribute to attrition.

A Celent study commissioned by One Inc has revealed the importance of clear and quick communication during the claims process and just how much these interactions affect the overall experience.

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Claimant data and feedback from the report reveal a stark reality: 45% of customers experience inconsistent messaging, and 43% report weak or missing feedback loops.

Additionally, carrier communications have been shown to directly influence the claimant’s the perception of fairness, efficiency, and empathy.

Download this whitepaper to learn how insurers are transforming routine claims interactions into moments that build trust and long-term loyalty.

Insurer Communication During the Claims Process_Whitepaper_2025_OneInc_Page_1

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