Life Claimants Report High Satisfaction

Ninety-five percent of life insurance beneficiaries are satisfied with their claims experience, according to a LIMRA study. But the level of satisfaction matters a great deal. An extremely satisfied claimant is nearly four times as likely as is a merely satisfied claimant to be very interested in doing business with the insuring company. The extremely claimant is also more than three times as likely to recommend the carrier, and more than twice as likely to feel strongly about the critical role life insurance plays following the death of a loved one.

Top-performing companies demonstrated better responsiveness and ease of the claims experience. Nearly three in four beneficiaries said the life insurance claims process was easier and less stressful than their other administrative tasks. They also gave higher ratings to the top performers for the care and compassion, and the knowledge and competence exhibited by the professional they worked with most closely.

Just over a quarter of beneficiaries work with an agent, and a disproportionately high percentage express gratitude and admiration for their agent. Often referring to their agent and office staff by name, beneficiaries commented on how beautifully everything was handled following their loved one’s death.

Many beneficiaries said how quickly their claims were paid. Yet, the median turnaround time for top performers is 19 days, which is exactly the same turnaround time for all carriers combined, suggesting that acceptable turnaround times for life insurance claims are often based on the beneficiaries’ perceptions.

While many aspects of the claims process are transactional, companies and agents can really make a difference in service. Insurers can offer additional support to overwhelmed beneficiaries, such as grief counseling, coordination of coverage, and legal services. Companies can train their distribution force to play a more personal and visible role before, during, and after the claim.

The study underscores the fact that processing a life insurance claim offers the greatest opportunity to make a lasting impression on an insured’s immediate family as well as broader circles of family and friends. For more information, visit www.limra.com.

Last Updated 09/16/2020

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