Claims Satisfaction Leaders Reveal Secrets to Success
Article 0 Comments What is the secret to an insurance claims experience that satisfies customers? For years, J.D. Power has conducted surveys and curated lists recognizing insurers that succeed at providing satisfactory claims experiences. Carrier Management recently asked claims leaders at two of the consistently higher-performing insurers to peel back the curtain and share what they’ve found works. Training Center, Task Forces Bolster Erie’s Commitment to Service At Erie Insurance, Cody Cook brings an actuarial background to his work in claims. Cook is the insurer’s senior vice president of claims—a role he began in 2020 after experience as an actuary led him to a decade-long leadership role in personal lines. Erie works with 14,000 independent agents at about 2,300 agencies across 12 states and Washington, D.C. This year, the company hit 7 million policies in force. The insurer consistently ranks highly on both the J.D. Power property and auto insurance claims satisfaction studies. The company notched the third highest score on the property claims list in 2024, for example, and second on the auto list in 2023. (The 2024 auto numbers had not been published as of press time.) Cook believes Erie has built its reputation as a company with...