Claims and the Customer Experience for Camp Fire

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16 November 2018
Karlyn Carnahan

Things you learn when you help someone in a disaster

Thursday, November 8

“Hi, Karlyn. It’s your sister. We’ve been evacuated. There’s a big fire up in Paradise that might head down our way. Just wanted to let you know we’re heading to our daughter’s house. We only had fifteen minutes to grab stuff but it probably is just a precautionary alarm. Call when you get a chance.

That was the voicemail I got Thursday afternoon after I had spent a day chatting with an insurer about customer experience and the claims process.

The next voicemail said - “We’re on the road again. My daughters’ place is now being evacuated. We’re going to mom’s.

And when I got off the plane, the last one said. "Mom’s evacuated now too. We’re all coming to your house.

Sadly, she and her husband lost their home and business in the northern California wildfires. Fortunately, everyone is alive, I have enough room for everyone, and I know a little bit about insurance. It turns out that being a bit bossy is also a great attribute when you’re helping someone in a disaster.

Now, usually, I cover the claims process by looking at the technologies that insurers deploy when handling a claim. But all of a sudden, I now get to experience a totally different lens on the process. I helped them file their claim on the home and on the business. Both carriers are big name brand carriers who I know well. I know what systems they use, I know their strategy and their commitments to customer experience, and I know where their executives believe they are. But so far we’ve had mixed experiences. And so I have some advice...

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Insight details

Insight Format
Geographic Focus
North America