Creating Loyalty
According to the J.D. Power and Associates’ yearly Home Claims Satisfaction Study for 2009, settlements accounted for 41 percent of claim satisfaction and dissatisfaction. This was greatly impacted by the entire claims experience and we have to know that there is a direct connection between favorable claims experiences and loyalty among insureds.
We are doing our part to make sure home owners have a satisfied claims experience and retain their loyalty. From the First Notice of Loss, all the way through to payment, homeowners are a part of the process every step of the way. We are available to clients 24/7 via an on-call manager as well as various social media outlets.
I’d like to take you through our internal customer service process here to show you how we are doing our best to keep happy, satisfied customers.
When a home owner has signed a work authorization or contract with us, it then goes to our production department for scheduling. During this time, the file goes through our customer service department where all contact information is verified. A customer service agent will call the home owner, tenant or other listed contact and let them know the status of their job at this point. The person of contact will be given their project manager’s information as well as answer any questions they might have at that time. After this step, the job file is given to our production department for scheduling.
If this is an insurance loss, the same customer service agent will now call the insurance adjuster to let them know the status of the job as well. They will answer any questions the adjuster may have as well as provide them with the project manager’s contact information. The customer service agent will keep in weekly contact with the adjuster with updates on the job.
When the job is approximately 50 percent complete, they will get another call from our customer service department. The purpose of this call is to see how the job is going for the customer to this point. The customer service agent asks things such as: if our field workers have been on time, how attentive we have been to their needs, and their overall view of the job at this point in time.
Once the job is complete, we then send out a customer service survey asking for overall feedback. The customer is asked to rate various departments on a scale of 1 to 5. This is anonymous and completely optional, but we find most people are happy to give us their contact information along with their outstanding reviews of us here at VBS.
So now that you have seen our internal customer service process, you should feel confident in us here to keep you or your customers happy and pleased with their claims process. It is always been our goal to provide top-notch customer service and in fact, it’s our motto around here!
~Concierge Service at Industry Standard Pricing!
Proudly a Part of VBS,
Rachel Sester
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