Connecting with customers on claims - using digital tools to better serve customers

In today’s fast-paced world, customer expectations are evolving, and the insurance industry is no exception. To stay ahead, brokers across Canada are turning to digital solutions to offer seamless customer experiences. In this series, Intact Broker connects with brokers to explore how digital tools are revolutionizing customer service and enhancing broker-client relationships.?

It's no secret that customer service is central to broker success. Operating out of eight offices in Atlantic Canada across Nova Scotia, New Brunswick and Prince Edward Island, Cooke Insurance has maintained its local touch by focusing on how customers prefer to interact with their insurance options. Brittany LeBlanc, CIP , personal lines director at Cooke Insurance , emphasizes that providing exceptional service is at the core of every customer interaction.?

"Each customer journey is unique. As brokers, we pay close attention to how our customers want to be serviced and that includes offering digital options to meet their needs," says LeBlanc.?

This focus on individualized service has paid off, especially as Cooke Insurance has experienced a rising demand for digital solutions over the last three to five years. While embracing digital technology is now an integral part of their strategy, the transition was not without its challenges. Initially, the brokerage experimented with digital tools that weren’t streamlined, leading to inefficiencies and extra work for brokers and ultimately hindering the customer experience.?

"Personal lines brokers can have a lot on their plate at any given time, from providing real-time claims updates to offering instant access to policy information," says LeBlanc. "Whether it's a busy entrepreneur filing a claim, a customer seeking lower premiums, or a young driver needing a copy of their pink slip, using tools that put customers in control of their own insurance information allows brokers to have more time in the advisory seat."?

Cooke Insurance found the introduction of Intact’s digital tools, including the Client Centre and Intact Insurance App, transformative. These platforms enhance the customer experience by offering 24/7 access to policy information, digital pink slips and claims updates. The latter has been particularly beneficial when a catastrophic weather event (CAT) occurs.?

“Customers need reassurance when a CAT happens,” says LeBlanc. “Being able to access their policy information 24/7 adds a layer of assurance and gives them confidence and security.”?

By offering digital access to policy information and claims updates, brokers empower their customers to take control of their policy information. With tools like the Intact Insurance App or Client Centre, brokers can deliver even more choices and better service to customers.?

“This is key to building long-lasting relationships,” says LeBlanc.?

Mohammad Ridha , national director of digital at Intact Insurance, agrees.??

“It’s all about creating options for the customer and enhancing service,” Ridha stresses. “When we offer more ways for customers to access the information they need when they need it, we help brokers to solidify their role as trusted advisors.”?

Resources for Intact brokers?

Want to learn more about the digital tools available to your customers? Find Pathways courses about the Intact Insurance App and Client Centre on the Intact Portal.??