“Well done is better than well said.”
We certainly agree with that sentiment from Benjamin Franklin—and our Claims Support Team truly “walks the walk” with the kind of service that leads to a positive customer experience.
In fact, during 2015, Canal’s five customer service representatives (CSRs) have maintained an average wait time of only 21 seconds. No small feat in light of managing more than 3,000 calls per month. In addition, each CSR strives to provide full resolution during a customer’s initial call whenever possible. If the issue does require transfer to a claims adjuster, the CSR is certain to provide as much background as possible to avoid redundant questions for the caller.
Ultimately, our Claims Support Team must serve both external and internal customers. They are responsible for efficiently managing phone calls, creating claims within the system for all new First Notices of Loss (about 700 per month), and processing an average of 8,000 new mail tasks each month.
This team also completes word processing, creates expense payments, cultivates first party customer surveys, performs interpreter responsibilities, and provides oversight to adjuster licensing. In short, the Claims Support Team does whatever it takes to keep the claims department running efficiently.
Additionally, this team assists other internal departments on a variety of projects. A recent example is the project they initiated to improve the online Report A Loss form on the Canal website. A shorter, easier and user friendlier version will be implemented during the early part of the fourth quarter of 2015.
Other ways the Claim Support Team ensures excellence is through extensive training. This year’s professional development has included topics such as understanding legal terminology, development of interpersonal skills, and how to deal with frustration and turn it around.
Of course all the training and focus on efficiency proves useless unless services are delivered with a personal touch. While it’s sometimes difficult to measure some of the intangibles of personalized service, we do continually monitor feedback from our adjusters to ensure expectations are met or exceeded with regard to responsiveness, reliability, expertise/knowledge, and demonstration of sincere cooperation while resolving issues. The results of the last survey? The Canal CSRs received ratings of “Satisfied” or “Very Satisfied” for all of the measured performance areas. One Canal claims manager added, “The Claims Customer Service team does a very difficult job and demonstrates a strong desire to provide exemplary service.” Now that’s a compliment we’re proud to accept.
Should you have any losses to report yourself, you can do so at any time of the day or night, 24/7. Simply call the Canal Claims Department at 800.452.6911. We’re always ready to help!