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Tag Archives: Customer Focus

  1. Customer Service & Communication: A Conversation with Mary Porter, former EVP and Chief Claims Officer, Selective Insurance Group November 30, 2010

    Posted in Mary Porter (former EVP and Chief Claims Officer of Selective Insurance Group), The Inside SPOT.

    In late November 2010, The Claims SPOT had the pleasure to sit down with Mary Porter for our “The Inside SPOT” series of industry leaders. In this series of discussions we explore how these leaders began their careers and how they see the industry today.

    Mary Porter is the former EVP and Chief Claims Officer for Selective Insurance Group, a holding company for seven property and casualty insurance companies rated A+ by A.M. Best. In this interview, Mary shares some of what she learned as she took on a number of increasingly interesting legal and claims executive roles. She also discusses some of the challenges and opportunities the industry faces today.

    Please enjoy our discussion with Mary Porter.

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  2. Increasing Claims Satisfaction Doesn’t Mean Increasing Staff July 21, 2010

    Posted in Customer Service, SPOT on Ops.

    Is it possible to increase claim satisfaction and decrease cost at the same time? Many claim representatives say no. Some view that satisfaction is driven by the ratio of adjusters to claims – having more people to handle claims means higher satisfaction, although also higher loss adjustment expense. Some believe that higher settlement amounts result in higher satisfaction and higher loss costs.

    As the Claims SPOT welcomes new contributing author, Melissa Loew, see how customer satisfaction can be addressed in tight staffing markets.