Closing the Gap Between Customer Expectations and Experience
Paul Challoner | Commercial Director
In the latest issue of Modern Insurance Magazine, Commercial Director, Paul Challoner, explores how changing customer expectations are shaping the claims journey and why clear communication remains central to delivering a positive experience.
When customers make a claim, their expectations are simple. They want it resolved quickly without chasing for updates. Those expectations are shaped by everything else in their lives. Ordering online, managing finances, tracking deliveries - it's instant and within their control. When a claim doesn't move at the same pace, frustration can build quickly.
The reality is more complex. What looks straightforward at the outset can quickly change direction. New information comes to light or the route to resolution shifts. From the customer's perspective, things can feel stalled, even when progress is being made.
At Carpenters Group, that is where we see the greatest opportunity to add value. We manage millions of customer interactions each year across motor, home and legal services, giving us a clear view of where friction can appear in the journey. Customers do not always need every operational detail, but they do want to feel informed and confident that the process is being actively managed.
That challenge is heightened by friction in the process, particularly within the OIC portal. Although designed to streamline lower-value injury claims, it does not always deliver the consistency or pace that we and our customers expect. Delays are often driven by factors outside our control. Third-party insurers taking longer to respond, disputes being pushed further down the line, or tactical decisions that extend the lifecycle of a claim.
The courts add another layer. Listing delays, limited hearing availability and ongoing backlogs mean that where litigation is needed, timelines can stretch well beyond what feels reasonable. These aren't issues we can remove, but we do need to manage openly. Customers don't differentiate between insurer, lawyer, third party or court - they experience one journey. When something slows down, it reflects on the whole process.
Technology has helped improve the front end, making it easier to progress claims. For us, the focus is on using technology to support the experience, not replace the human element. Our systems are developed in-house around customer and operational need, allowing us to adapt quickly when behaviours or market conditions change, while ensuring customers receive clear, timely communication.
Ultimately, it comes back to getting the basics right. Keeping customers informed. Explaining changes clearly. Making sure that, however complex things become, the experience feels simple. This is where we make a real difference: by absorbing complexity, maintaining trust and ensuring our customers feel confident and know they are in safe hands.
