Medallia Launches Best Practice Package for Insurance Claims

The package includes predefined configurations, streamlined deployment, enablement materials, and ongoing support, delivered through the vendor’s Medallia Experience Cloud platform.

(Trieste, home of Medallia client Generali Group. Photo credit: Luca Aless.)

Medallia, Inc., a San Mateo, Calif.-based provider of customer service related solutions delivered via the cloud, has launched a new Best Practice Package for Insurance Claims based on its engagements with insurance companies and designed to jumpstart insurers’ customer experience programs. Best Practice Package for Insurance Claims includes software, predefined configurations, streamlined deployment, enablement materials, and ongoing support, delivered through the vendor’s Medallia Experience Cloud platform.

Borge Hald, CEO and Co-Founder, Medallia.

Medallia pitches the new offering as an opportunity for insurers to revitalize the the claims experience for their policyholders. By using real-time feedback from customers, insurance companies can take action to increase customer loyalty and retention rates, according to a Medallia statement. “Insurers understand the importance of a positive claims experience, but also have to balance this experience against the cost of managing and settling claims,” the statement says.

Customer Centric Approach to the Claims Process

“In an increasingly competitive market, it’s vital for the insurance sector to continue to innovate to improve the customer experience by anticipating customer needs and adapting the organization to meet them,” comments Borge Hald, CEO and Co-Founder, Medallia. “The insurance industry needs a solution that can provide a customer-centric approach to the claims process, and given our long tenure in this area, our solution is the key to driving loyalty up while keeping expenses down.”

The vendor says Best Practice Package for Insurance Claims empowers P&C insurance companies to:

Isabelle Conner, Group Chief Marketing & Customer Officer, Generali Group.

  • Improve the claims experience with a complete, real-time view of each customer’s claims journey
  • Identify customer experience trends and take action to increase the efficiency of the claims process
  • Strengthen the effectiveness of external partners (such as certified repair dealers, roofers, or mechanics) to pinpoint any areas that might impact a carrier’s reputation.

“Medallia has opened up a world of real customer feedback and inspired us to improve important processes that have a quantifiable impact on our bottom line,” comments Isabelle Conner, Group Chief Marketing & Customer Officer, Generali Group (Trieste, Italy). “Medallia worked with us to develop and deliver an insurance program that helped us transform into a truly customer-centric company empowering 76,000 employees to deliver a world-class experience to millions of customers globally.”

Medallia asserts that Best Practice Package for Insurance Claims allows companies to leverage the combined learnings of customer experience leaders from the insurance industry to create high-impact programs. “With fixed-scope and fixed-price deployment, insurance companies can enjoy faster time-to-value from their software investment,” the vendor statement says.

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Anthony R. O’Donnell // Anthony O'Donnell is Executive Editor of Insurance Innovation Reporter. For over a decade he has been an observer and commentator on the use of information technology in the insurance industry, following industry trends and writing about the use of IT across all sectors of the insurance industry. He can be reached at AnthODonnell@IIReporter.com or (503) 936-2803.

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