Crawford report finds stronger contractor-carrier collaboration can improve policyholder experience
Crawford & Company's Contractor Connection released the final installment of its managed repair market report. It found that 82% of respondents agreed contractors' customer experience directly influences consumers' perception of their insurer.
1. Report findings
The report highlighted stronger collaboration between contractors and insurers as an opportunity to improve policyholder experience. Respondents said better information sharing and alignment on common goals could reduce delays, improve repair quality and strengthen customer experience; technology can speed information sharing and issue resolution, but works best alongside strong relationships.
