Better Agency helps agencies communicate effectively with customers during the claim process, even if the client goes straight to the carrier. This article explores how to manage claims and use the pre-built campaigns to communicate with clients.
Video Walkthrough:
Step 1: Access the Claims Campaigns
- Navigate to the Campaigns tab in Better Agency.
- Under the Claims phase, you’ll find three pre-built campaigns:
- Agency Initiated: When the customer contacts you to file a claim.
- Claim Initiated: When the customer files a claim directly with the insurance carrier without contacting you.
- Claims Closed: When the claim has been resolved.
Step 2: Review and Edit Claims Campaigns
- Select any campaign to review the communications set up by Better Agency.
- You can edit the messages for each phase (e.g., adjust the language for claims closed).
- In each campaign, you’ll find pre-scheduled texts, emails, and follow-up tasks that Better Agency automatically sends.
- You can make changes to these messages, add additional communication points, or modify when each message is sent.
- To make edits, click on the Edit button and make changes as needed.
Step 3: Personalize Follow-Up Tasks
- For example, in the Agency Initiated campaign, follow-up tasks are added to check in with the customer after a few months, once the claim process is likely nearing completion.
- These tasks provide you with an opportunity to touch base with the customer, express empathy, and offer support.
Step 4: Sending a Google Review Request
- In the Claims Closed campaign, Better Agency sends an email to customers asking for feedback via a Google review.
- The email is personalized based on the customer's policy type, and it encourages the customer to share their experience regarding communication during the claim process.
Step 5: Creating a New Claim in the System
- If a claim is agency-initiated, go to the Contact List and select the relevant policy holder.
- Click on the policy and create a new service identity related to the claim.
- Input the claim type, date of the claim, and any notes (e.g., "William was rear-ended and no one else was in the car").
- Assign an owner to the claim, set a follow-up task, and select the appropriate service campaign.
- Attach any necessary documents (e.g., photos or details about the claim) and hit Save.
Step 6: Accessing Claims in the Service Center Pipeline
- After saving the claim, it will appear in the Service Center pipeline.
- You can track the status of the claim, moving it through different stages (e.g., "In Progress" or "Closed").
- The appropriate campaigns (e.g., Claims Closed) will trigger once the claim has been resolved.
Step 7: Managing Claims from the Service Center Pipeline
- You can also create a new service opportunity directly from the pipeline by selecting the Create New Service Opportunity button.
- Specify that the service is a claim, and follow the same steps to input claim details and launch the relevant campaign.
Step 8: Keeping the Customer Informed
- The campaign workflows ensure you remain connected with the customer during a stressful moment in their insurance journey.
- You can advocate for the customer, provide necessary information, and check in with them throughout the process.
The Better Agency platform ensures that agents stay proactive and empathetic when handling claims, even if the customer initiates the claim directly with the carrier. By automating communication and keeping track of claim statuses, agents can provide valuable support, strengthen relationships, and ensure customers feel heard and supported during a stressful time.
Better Agency’s claims management tools empower independent agents to maintain consistent communication with clients, enhance customer satisfaction, and streamline the entire claims process, all while showing empathy and providing valuable support.