Learn how Westhill has reimagined and built a better customer experience for policyholders.
Why Managed Repair?
Industry data shows that when insurers miss the mark on how claims are handled, both customer satisfaction and retention suffer: -85 points satisfaction on survey scores & 83% switch or plan to switch (JD Power 2021).
- Cash Settlement is not a world class customer experience
According to J.D. Power, the 2nd highest negative factor cited in a claims experience is a "high level of effort to resolve". However, in a cash settlement model, consumers are asked to do just that after receiving payment for their claim.
- Policyholders value concierge-style services such as managed repair
Offering services such as managed repair as an alternative to cash settlement models has demonstrated a significant increase in customer satisfaction, resulting in survey score increases between 33-44 points.
Continually creating a better policyholder experience is perhaps the most crucial factor in competing for customer satisfaction, retention, and growth. By offering a managed repair solution to policyholders, carriers can truly make a difference in their overall experience.
Now more than ever, policyholders, and consumers in general, highly value digital capabilities and interactions. According to a recent study by Medallia, 60% of customers expect to have real-time, digital communication with their P&C providers. Overall, satisfaction scores among such customers are 33 points higher vs. customers who did not use digital tools in the claims process (JD Power 2022).
Westhill is the first and leading fully-digital managed repair solution connecting policyholders, insurance carriers, and contractors in one seamless experience. From contractor selection to estimate approval to repair completion, Westhill's digital solution saves property owners time while delivering trust and transparency. In addition to our unique digital experience, the Westhill MRP solution is set apart from our competitors in a number of ways.
Westhill's differentiated network of licensed, insured contractors are curated based on experience, reputation, and affiliation with trusted national brands. Many of our contractors work exclusively with Westhill, providing capacity that cannot be accessed by other MRP programs.
All Westhill contractors are also subject to rigorous background checks.
In many cases, our unique industry partnerships provide decades long or lifetime warranties in addition to our base 5- year workmanship warranty
POWERFUL RESULTS FOR YOUR BUSINESS
Insurance carriers looking to create an improved and more cost-effective customer experience can realize increased customer satisfaction, decreased LAE, faster cycle times & controlled indemnity spend by implementing Westhill's MRP program.
Insurance carriers reported a 10-point increase in NPS scores by implementing the Westhill Managed Repair Solution.
In one case study, Westhill significantly lowered the timeline from FNOL to completed repair, by 60% by leveraging our process & technology.
In another case study, a partner carrier saw an average of 14% savings on repair costs vs. the prior year utilizing the Westhill model.