IT’S NO SECRET THAT CUSTOMER
experience is the driving force in today’s
insurance restoration industry. Property
insurance carriers must continually evaluate their services and ask themselves,
“What separates our company from the
rest, leading policyholders to choose us
when so many other options are available?”
How do you ensure your policyholders
that you are the best choice for them?
The answer is easier said than done: You
must strive to consistently exceed their
expectations. As many of the nation’s top
carriers have discovered, providing policyholders with a proven contractor managed repair network is a key solution that
will take your service to the next level, resulting in increased customer satisfaction
and policyholder retention. The days of
simply providing your policyholder with
a claims check for their damages are over.
While that method may meet the requirements and obligations of the insurance
policy, it does not meet the expectations
of today’s policyholder to help them restore their lives, and it really only leaves
them in need of finding more help.
Now is your chance to raise the bar
on customer satisfaction by leveraging a
contractor managed repair program to
fill the void and really deliver on your
promise to your policyholder to be there
when they need you most. Many property
owners do not know who to turn to for
repair of their damages, and leaving them
to find a reputable, qualified contractor
on their own can lead to a poor and in-
complete customer experience. Not only
that, but it can increase the claims cost
if the contractor they choose demands
a higher cost than the claims settlement
the carrier provided. Leveraging a well-
administered contractor managed repair
program can allow you to ensure the
repairs can be completed for the amount
of the claims check and can relieve a lot
of stress and worry for your valued poli-
cyholder. Your customer will be thankful
to their insurance company for providing
a total solution to their claims.
For more than 20 years, Contractor
Connection has partnered with some
of the top insurance carriers who want
to provide an elevated customer expe-
rience through the use of our program.
We accept only the best contractors after
a lengthy and stringent application and
credentialing process. Our 5,500-plus
contractors throughout the U.S. and Can-
ada are performance-managed and must
consistently meet strict requirements.
They must also provide a five-year work-
manship warranty for any work done on
your customer’s home.
Effectively engaging a managed repair
program can provide consistently ex-
ceptional customer experiences and en-
hanced Net Promoter Scores. There are
many other benefits that are reasons the
industry is seeing an increased utilization
of contractor managed repair programs.
For your commercial lines and personal
lines policyholders, Contractor Con-
nection will be there when it counts the
most. From our 24-hour call center to
the customer service desk, all program
assignments are promptly dispatched
within minutes to the network 24 hours
a day, 365 days a year for emergency and
non-emergency assignments. Contrac-
tor Connection is also the leader in ca-
tastrophe response, using a streamlined
resource management process to speed
up the restoration process while reducing
increased catastrophe workloads.
Quality assurance is a critical compo-
nent and Contractor Connection pro-
vides a comprehensive Quality Assurance
Program that validates adherence to in-
dustry best practices and client expecta-
tions for estimate accuracy. All estimates
are delivered to the client with all of the
supporting documentation on a consis-
tent basis, providing adjuster efficiency in
their claims processing.
Contractor Connection uses propri-
etary technology integrated with indus-
try-recognized estimating platforms to
monitor contractor performance. All key
aspects of the contractor performance are
monitored and measured, which is an in-
tegral part of the Contractor Connection
performance management program.
Contractor Connection is a proven
solution that reduces cycle times, ensures
fair and accurate estimates, increases customer satisfaction, and is easy to implement. We manage the entire repair process from start to finish, and even beyond.
Each program is unique to the carrier
based on its needs. To learn more about
how we can help you exceed your policyholders’ expectations, call 800-690-0174
or go to www.contractorconnection.com.
Deliver An Exceptional Customer Experience
Bill DiGiovanni, Vice President of Client Experience – Contractor Connection