Industries · Insurance
Rates get you compared. The claims experience gets you recommended.
Once rates are close, insurers differentiate on customer experience: how a claim is handled, how a call is answered, how easy the policy is to live with. Great rates plus a great claims experience is the whole formula, and word of mouth does the rest.
Reach the partners directly: 210-876-4086 · info@mjkda.com
What we see
Where insurers win or lose the customer.
Coverage and price land inside a narrow band. The experience around them is the tiebreaker, and it is the part your operation controls.
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A reputation for denying claims sets in fast.
Customers talk. The insurer known for saying no does not get the referral, however sharp the rate.
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The contact center is staffed to when calls come in, or it isn't.
We look at the schedule against the actual arrival pattern, not the preferred shift. The gap usually shows early.
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Digital-first still needs a person for the hard moment.
Policies are bought online and claims are filed online. When something goes wrong, the customer wants a human who can decide.
Where to start
One free hour, aimed at your operation.
Tell us what a win in the next 90 days looks like. We research what is public about your organization before the call and leave you with the low-hanging fruit you can pursue immediately.
Frequently asked questions.
Has MJKDA worked with insurers?
Yes. Insurance is one of the industries where MJKDA has done the work, alongside utilities, mortgage servicing, automotive, telecom, airlines, and federal programs. The focus is the part your operation controls: how a claim is handled, how a call is answered, and how easy the policy is to live with.
Will the approach reflect how insurance is actually bought and judged?
Yes. Coverage and price land inside a narrow band, so the experience around them is the tiebreaker. A reputation for denying claims sets in fast and costs referrals, however sharp the rate. We look at the claims experience and the contact center first.
Can MJKDA work with the satisfaction data we already collect?
Yes. Whether you track customer satisfaction through J.D. Power, NPS, CSAT, or your own surveys, that score is the outside-in view. Our work is the inside-out look at what your operation is doing to produce it.
Can MJKDA help if our contact center is the problem?
Yes. We read the workforce schedule against the actual call arrival pattern rather than the preferred shift, and the gap usually shows early. We also look at whether a customer with a hard claim can reach a person who can decide.
Can MJKDA bring us ideas from other industries?
Yes. Contact centers in utilities, mortgage servicing, and federal programs face the same scheduling and first-contact resolution problems, and we bring what worked there. Cross-industry practice is the point of the firm.
Free CX Review
One hour with two senior partners.
Book My Free CX ReviewPrefer to call or email? 210-876-4086 · info@mjkda.com