Claim Center Scores High Marks

Calls Answered Quickly, Customers Satisfied

When your customers experience a loss to their home or business, The Hartford is always ready to respond quickly and professionally. Calls to our loss reporting centers are answered within an average of 10 seconds!

“This number is very good – better than most call center industry standards,” says Charlie McLaughlin, Assistant Vice President, Claim Contact Center Operations. “Agents can rest assured that when their customers call The Hartford, they’re speaking with someone within seconds to report and discuss their claims.”

In addition to reporting speedy response times, The Hartford’s Claim Center also receives high marks from the customers it serves. In 2006, personal lines callers reported 97 % satisfaction with the ease of reporting and 95 % said they were satisfied with how next steps are explained at the outset of the claim process.

In commercial lines, 93 % of callers were satisfied with the ease of reporting and 90 % were satisfied with the explanation of next steps.

As far as overall claim satisfaction goes, 93 % of personal lines customers said they were satisfied and 91 % of commercial lines callers expressed satisfaction.

“The claim process is where we at The Hartford deliver our promise to the customer,” McLaughlin says. “As these numbers show, we’ve had great success in answering calls quickly and efficiently. More importantly, we are creating a satisfying reporting experience for the customer. Agents should use this high level of claim satisfaction to sell new customers.”

One way that’s been accomplished, he says, is through creation of distinct loss reporting options tailored to agents and to specific types of customers. For example:

·        For personal lines, The Hartford’s Customer Care Team uses the First Touch approach to ensure that customers are treated with empathy following their auto or home loss, and provided with an explanation of the claim process.

·        In commercial lines, our Loss Connect Service is set up to handle the complexities of commercial claims and to focus on delivering the fastest possible service for businesses.

·        For agents, our Agent Connect Options provide dedicated toll-free numbers and personnel for personal and commercial claim reporting. Agents can phone, fax or email customer claims, and those who call with their customer on the line will get even faster processing. 

For more information on The Hartford’s loss reporting options, contact Lisa Clark, Account Manager at lisa.clark@thehartford.com.