Begin connection with policyholders with inspections. Use self-service inspections to engage with client on the customer journey. Learn how to build a self-service app in 8 steps.
Too often, inspections are not done because they are too expensive, or if they are done, they are not fully leveraged.
Today’s inspection options look so much different. You have remote video, self-service, guided and traditional inspections. Why keep doing loss control the same way?
Inspections are not just a box to check off in the post-bind process. Today’s client-facing inspections can be a key part of building a relationship with the policyholder for BOTH the agent and the carrier.
Your list might look like this:
Pros
Got a report
5 recommendations
Cons
Took 32 days
Had to go back and forth with agent on the recs
Complaint from agent on inspector
Cost $125.00
Policyholders want connection. 57% want interaction during the policy and 74% want contact at renewal. This is from “The Outreach Blueprint: How policyholders want to be engaged by their insurance carrier,” from LexisNexis.
LexisNexis recommends that insurers make customers aware of three things:
Do you see the fit between what the customer wants and how inspections can provide? Here is an example:
Using a self-service inspection, the carrier invited the policyholder post bind to complete a photo inspection on their restaurant. This is an overview of what they got:
Completed in 3 days
32 photos
Answered 7 requested questions
Identified 3 actionable defects including out of date automatic extinguishing device service
So when to use self-service vs. guided vs. remote video vs. traditional?
Depends on the results you want and how you want to leverage the results and for who.
With customer facing inspections, the success is driven by the engagement.
ENGAGE: When to start the inspection process. How to engage the risk. How to get high engagement.
CONNECT: Provide value. Involve the client. Communicate care. Build trust.
INSPECT: Capture information. Share information. Reduce Risk
How would your company benefit by leveraging self-service inspections?
If you are ready to explore self-service more deeply then download “How to Build a Self-Service Inspection Program in 8 Steps”
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