Reinventing the claims process

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US travel insurance comparison site Squaremouth said that it has ‘reinvented the claims process’ to ensure that consumers don’t discover, weeks after filing a claim, that the claim wasn’t covered in the first place.

Squaremouth stated that, before requesting any documentation, its claims team talks directly to every claimant to assess their situation and better understand what coverage they may have. “The way we do it is significantly more expensive for us as a company; however, it provides a much better customer experience,” commented Squaremouth co-founder and CEO Chris Harvey. “We gather all of the necessary information ahead of time to simplify the claims process for our customers.”

Squaremouth said that during this discussion with the claimant, Squaremouth claims adjusters use their expertise to put together an easy-to-interpret claim form, to which the customer can electronically make additions or changes, and email back a signed copy with supporting documentation.

“The claim interview is the best way to explain to a customer what type of claim they have and what the process will be moving forward,” said Squaremouth claims director Brandi Morse. “We can also let someone know if they won’t be covered, so they don’t have to spend the time providing us with documentation.”

According to Squaremouth, it has been able to dramatically increase customer satisfaction while lowering loss ratios using this system.