Claims are the "moment of truth" when insurers make good on their process to protect and help their policyholders. It's no surprise that excellent claims experiences can create enduringly loyal customers, and insurers invest a substantial time and capital to make sure their claims processes flow easily, their communications are clear, and their customer service meets expectations.

As both claims processes and claims payments have become increasingly digital, it's useful for insurers to understand exactly what parts of the claims process are the inflection points for claims outcomes. What do customers value most highly, and where can a misstep risk losing them for good? Always seeking to improve loss adjustment costs, and with limited IT budgets, it's crucial for insurers to understand what interventions can drive the most policyholder satisfaction and improve retention.

This report is based on an April 2025 Celent survey of 323 consumers who had been involved in an automobile accident claim within the last two years. It examines what drives excellence in claims outcomes, what the most (and least) satisfied policyholders care about, and what insurers can and should do to improve claims experience and customer loyalty.