Topics: AmTrust News
Our insurance claims service has improved, and customers have begun to notice.
Since the company lowered the adjuster-to-supervisor ratios to 4-to-1, each supervisor oversees only four claims adjusters. In addition, each adjuster averages about 130 claims at any given time, a number far below industry standards, Price says.
“We’ve also established an internal claims audit team,” Price says. “These people had been claims managers in their own disciplines (such as auto, general liability, or property) and are now dedicated to performing claims audits across the country. This helps us pick up on trends – both good and bad – in customer service as we increase our quality and timeliness.”
Additional improvements to AmTrust’s claims process include:
Increasing the company’s claims call center staff, enabling each and every agent and policyholder who calls to speak immediately with a live person
Providing customer service training to all 1,600 claims department employees
Disseminating satisfaction surveys to many agents and insureds
According to Price, efforts to improve claims customer service will continue. “We’re quickly becoming all things to all people, expanding our service offerings from a one-size-fits-all model to a truly customer-tailored claims service offering,” he explains.
Learn more about the AmTrust claims story by viewing a brief video on the company’s history and growth. And be sure to tell us what you think about our claims process – we’re listening!