Insurers are continuing to evolve as customers seek digital services amid the COVID-19 crisis, with the latest Minster Law survey revealing that remote medical assessments for motor-related personal injury claims during the lockdown received “overwhelmingly positive customer feedback.”
Minster Law’s survey showed that 78% of customers who underwent a medical assessment previously said they were “satisfied/very satisfied” with their digital appointment, 75% were “satisfied/extremely satisfied” with the advice they received, and 88% found the appointment “easy/very easy.”
Customers who underwent a medical assessment for the first time gave similar feedback, with 82% claiming to be “satisfied/very satisfied” with the remote appointment and 79% “satisfied/very satisfied” with the advice. Meanwhile, 89% found the appointment “easy/very easy.”
Marcus Taylor, claims director at Minster Law, commented that further digitalisation of personal injury claims would become the norm soon as customers adopt technology that makes the claims process convenient.
“If customers are telling us that they like using technology for remote medical assessments, our industry has a responsibility to respond and look to digitise this and other parts of the claims journey. Nothing should be off the table,” he said.
“Not only is this proving much more convenient for customers, but it is also reducing the number of missed appointments and saves the customer time and money as they no longer need to arrange travel to a GP.”
