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Gore Mutual is introducing a new approach to its claims processing, improving the experience significantly for consumers.
Called “ClaimCare,” the new approach ensures that “there are no surprises in the claims process,” Gore Mutual said in a release.
As part of the approach, a ClaimCare Concierge has been established to answer customer inquiries and to resolve coverage issues whenever any of Gore Mutual’s ClaimCare Advisors are unavailable – this is to ensure that there are no gaps in service.
In addition, a ClaimCare Mobile Response Team and Mobile Response Centre have been formed. Both the team and centre were designed in response to climate change, allowing Gore Mutual to quickly mobilize to the ground following catastrophes. On-site personnel will be providing care and assistance to customers, including emergency funds for food, shelter, and other emergency needs.
“It’s not enough to say that we’re really good at claims,” said Gore Mutual vice-president of claims Neil Weir. “The mix of changing consumer demographics and service expectations being driven by technology and other innovations are forcing us to constantly adapt to meet rapidly increasing customer needs. The customer has to be at the centre of every decision we make.”
ClaimCare is part of Gore Mutual’s attempt to improve its 97% customer satisfaction rating. The insurer worked with design thinking company Overlap Associates to map out the customer claims experience and identify pain points.
Weir explained that mapping the customer experience was an essential step, so that Gore could better understand its clients.
“Ultimately, it led to a service design that will allow us to take care of our customers the way they want from beginning to end,” he remarked.
