The insurance industry is set to strengthen its approach to innovation, with four out of five Australian insurers ranking claims accuracy as the most critical performance metric in 2025, according to the Gallagher Bassett report, The Carrier Perspective: 2025 Claims Insights.
Effective claims management combines technology with strong customer service. Insurers should focus on seven key areas when shaping their service models. While accuracy is important, customers also expect personalised support, making human interaction essential for success in insurance.
How to deliver excellent service in claims management
1. Focus on empathy
Policyholders usually interact with their insurers only when making a claim following a loss. This infrequent contact makes it essential for claims teams to handle claimants with empathy, helping build a customer experience based on trust and understanding that the claimant has experienced a significant life event and needs support.
2. Responsiveness builds confidence
Customers expect and value timely service and prompt assistance. While automation can help with routine claim communications, a quick phone call or personalised email to acknowledge receipt of their claim, provide an update on the status, or simply check in with how the customer is going, can really strengthen the customer-insurer relationship.
3. Clarity must lead the way
Insurance can be overwhelming; complex jargon or detailed requirements for lodging a claim can further compound an already stressful time for a claimant. Gallagher Bassett's Carrier Perspective report indicated that three-quarters of Australia's insurers rank clarity of communication as the most important contributor to customer satisfaction. Clear and transparent communication ensures the customer thoroughly understands their coverage and how an insurer plans to support them.
4. Be proactive with problem-solving
A true hallmark of personalised service is being able to anticipate your customer's needs. Instead of waiting for a complaint to initiate process improvement, proactively identifying gaps and offering solutions helps insurers position themselves as trusted partners.
5. Personalisation shows care
Guiding customers through the entire claims journey is essential to excellent customer service. A generic, one-size-fits-all response often leaves customers feeling dissatisfied and unheard. It's vital for claims managers to tailor their interactions — from explaining next steps to offering support — to drive greater customer satisfaction, regardless of the claim being accepted or denied.
6. Consistency matters
As a company, and in terms of brand consistency, it's important that every employee delivers the same level of respect and care for the customer. A client will interact with insurers through various touchpoints — online or in-person — but their perception of the insurer's brand should remain consistent throughout.
7. Growth through continuous improvement
With the constant advancement of technology, it's essential to focus on continually improving the customer experience. Gathering feedback regularly can really help in identifying changing customer needs.
Staying ahead of the curve
Gallagher Bassett understands that the claims process is all about customer care, so our training and development programs ensure our claims managers are equipped to handle claimants with care. We aim not only to deliver timely, transparent support but also to anticipate issues and provide personalised solutions as a trusted partner.
Our highly trained claims managers take pride in being dependable partners through every stage of the claims journey.
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