When vendors become customers – My real world experience

As an insurance technology Sales Executive, I spend a majority of my days talking with carriers regarding the challenges they face with creating a meaningful customer experience for their policyholders, while at the same time focusing on growth and improving efficiency. This is especially true for the typical mid-tier property and casualty carriers who face the unique challenges of trying to protect their customers from the smaller regional carriers nipping at their heels trying to gain market share, and the top tier carriers who easily outspend them on technology, marketing, advertising, and customer service. While this type of conversation is pretty typical, I was never able to fully internalize just how important providing a winning customer experience was until something happened. Something that had never happened to me before. I found myself in a situation where I was the customer and my experience was, shall we say, less than optimal.

Here’s what happened

Let’s rewind back to the winter of 2014-2015 when the Boston area was hit with one of the most severe winters in history. We had it all; snow, ice, more snow, more ice, AND bone chilling temperatures. It was a daunting winter, even for a snow fan like myself. My wife and I had been living in our home for the last 4 years and never had any real problems. Everything was fairly new and harsh winters never gave us any real problems. That all changed when one morning I was sitting in my office and noticed a water mark on my ceiling. It was small and I figured it was nothing, but I decided to investigate further and explore the attic and those areas that one usually does not pay much attention to.

What I found was disheartening; several fresh water spots and frozen icicles in the attic. In a panic, being that this was the first time I have ever experienced anything wrong with my home, I called my carrier and got the claims process started. That first experience with them was fantastic. I was told all the necessary information I needed and when I should expect a call from the adjuster. I felt better. They calmed me down.

That’s when it all changed

My great experience with them was a single occurrence. Following the visit from the independent adjuster, I could not get any information from the carrier, I had no idea where my claim was at or when I would get an answer. I had to always initiate the communication and it took calling into my carrier several times for an update. Now granted, I understand the winter was horrendous and there were other people in far worse shape than us, but when an ice damn is invading your home, is a simple update too much to expect? I wanted something to show that I was not forgotten. I felt like I was in limbo not knowing exactly how the process was going to move forward. This started to wear on us. I remember one day sitting in my office talking to my wife saying, “How hard is it to send an automated notification letting me know that my carrier is working on it, I mean I just want a little bit of love from them.” As you can imagine, my wife found this to be amusing, but at that point it hit me… I was having a not so great customer experience. Not only did I have to deal with my problems, I now had to deal with the internal problems of the carrier.

Fast forward about two months later, I randomly receive a check from my carrier. I was never informed that a check was being cut and there was no indication what the check was even for. I had to call my carrier and leave a message, wait for a call back, have them leave me a message, call them back (repeat several more times). Over a week later we were finally able to connect with them to get an answer on what the check was for. Once again, another not so great customer experience that could have been completely avoided with some simple communication.

As you may have guessed, my insurance carrier is a mid-tier player who has always treated me well and never gave me any issues. Well, truth be told, my only interaction with them was when I paid my premium each month. But at the time I needed them, I now have a better appreciation for the importance of great customer engagement. Something as simple as an automated email with claim information just letting the policyholder know where things are at can be the difference between a loyal customer who will rave to their family and friends, and social media about their carrier experience, versus a customer who would be open to shop their business to other carriers who provide a higher level of service to their policyholders. Moreover, that same customer may even be willing to spend a few dollars more to be shown the tiniest bit of love during what they perceive to be a stressful life experience.

COVID-19 update

The spread of COVID-19 continues to evolve and in this context, we wish to inform you that Xpertdoc is closely monitoring the situation and would like to inform you of the measures taken by our team to support its employees, customers and partners.

We do not foresee any impact on the delivery of our services and want to assure our customers that we are executing our continuity plans in order to ensure that our customers continue to receive our services without jeopardizing the safety and security of our personnel.

In accordance with the recommendations of government authorities, here are some of the measures being taken by Xpertdoc:

Remote work for all employees
Arrangements have already been made and we have requested that all our employees work from home. Our continuity plan includes a full deployment of remote work arrangements to ensure uninterrupted service to our clients and partners.

Hosting and cloud services
We have been assured by our suppliers that there are no known impacts to these services, and we are confident that we are able to effectively manage the delivery of our cloud services to all our customers.

Travel
We have cancelled all business travel until further notice for all our employees. If employees have or will travel for personnel reasons, they will be asked to respect the quarantine delay before participating in any business activities.

Events and gatherings
All our events have been postponed or cancelled. Our employees are no longer allowed to participate in any events, seminars or gatherings.

We are committed to providing the best possible service to our customers and partners, to ensure that you can continue digital communications with your own audience. In these critical moments if we can help please do not hesitate to contact us.

Regards,

The Xpertdoc Team

Mise à jour sur la COVID-19

La propagation de la COVID-19 continue d’évoluer et, dans ce contexte, nous souhaitons vous informer que Xpertdoc suit de près la situation et que notre équipe a pris des mesures pour soutenir ses employé(e)s, clients et partenaires.

Nous ne prévoyons aucun impact sur la prestation de nos services et voulons assurer nos clients que nous mettons en œuvre notre plan de continuité des affaires, afin de garantir que vous continuiez à recevoir nos services, sans compromettre la santé et la sécurité de notre personnel.

Conformément aux recommandations des autorités gouvernementales du Québec, voici quelques-unes des mesures prises par Xpertdoc :

Travail à distance pour tou(te)s les employé(e)s
Nous avons demandé à tou(te)s nos employé(e)s de travailler à domicile. Notre plan de continuité des affaires comprend des arrangements de travail à distance pour assurer un service ininterrompu à nos clients et partenaires.

Hébergement et services infonuagiques
Nos fournisseurs nous ont assuré qu’il n’y avait pas d’impacts connus sur les services d’hébergement et infonuagiques. Ainsi, nous sommes convaincus d’être en mesure de gérer efficacement la livraison de nos services infonuagiques à tous nos clients.

Voyages
Nous avons annulé tous nos voyages professionnels jusqu’à nouvel ordre, pour tou(te)s les employé(e)s. Si des employé(e)s ont voyagé ou doivent voyager pour des raisons personnelles, il(elle)s seront placé(e)s en quarantaine pour une durée de 14 jours, avant leur retour au travail.

Événements et rassemblements
Tous nos événements ont été reportés ou annulés. Nos employé(e)s ne sont plus autorisé(e)s à participer à des événements, séminaires ou rassemblements.

Nous nous engageons à fournir le meilleur service possible à nos clients et partenaires, afin de garantir que vous puissiez continuer vos opérations sans interruption. Dans ces moments critiques, nous sommes là pour vous aider. N’hésitez pas à communiquer avec nous si nécessaire.

Merci,

L’équipe Xpertdoc