Pet insurance customer NPS reaches 80+ with new digital insurance claims process
March 14, 2018
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UK insurer "turned the customer experience around" and is now achieving 80+ NPS using 360SiteView, a digital insurance claims process management solution from 360Globalnet.
When a leading UK insurer suffered increasing numbers of customer complaints in their pet insurance division, they decided to move away from paper-based claims and try a digital insurance claims process management solution.
Now they are achieving 80+ NPS and have seen other, unexpected business benefits to going digital as well. 360SiteView is a digital insurance claims solution that has streamlined the pet claims process for this insurer and its customers
"360SiteView has literally turned our customer experience around: we've gone from frustration and complaints to 5 star reviews. Our NPS has never been higher and we're more efficient across the business as well."
The new digital platform has streamlined the pet claims process for the insurer, its customers and also vets - and allows injured and sick pets to be treated much more quickly. As a direct result of switching to 360SiteView digital claims management solution, this leading insurer has achieved a greatly improved NPS of more than 80 with customer satisfaction at the best levels they've ever seen.
"Our customers prefer a streamlined, digital process, as our NPS shows. What we didn't expect were the many other business efficiencies 360SiteView would drive for us."