A customer can be satisfied with their claim — and still decide to leave.

Claims ER reveals the hidden relationship between claims, customer effort, and loyalty — and how making claims easier can improve the experience, lower cost, and create capacity.

A practical guide for claims leaders.

Book cover: Claims ER by Stuart Corrigan

The Big Idea

Satisfaction isn't loyalty.

Customers don't just judge what happens.

They judge how hard it was. The more effort they have to put in, the less likely they are to stay.

Hands filling in a form at a desk, with the text: 500 to 35 days per claim

One insurer redesigned claims around customer effort.

Not a new system, not more people. The work was designed so that the customer, and the handler, had less to do.

2.8x productivity

50% fewer lawyers

Higher

loyalty

2.8x

productivity

50%

fewer lawyers

Higher

loyalty

What You'll Discover

Practical ideas, real examples and the evidence linking customer effort, claims performance and commercial results.

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General information only, not legal, financial or other regulated advice. Results from case studies depend on their circumstances and are not guaranteed. See our Disclaimer.