How can automation and AI help P&C carriers serve customers better in severe weather?


This year has already seen high levels of severe weather events, but according to Ushur, such events are an opportunity for carriers to reach out to their customers to help them avoid a claim.

While insurance carriers already think of how to get organisationally prepared for catastrophic (CAT) events, they rarely warn customers of the regional severe wealth events that happen much more frequently and still impact their customers. AI-powered customer experience automation platform Ushur argues that this is an underserved opportunity for both service and risk mitigation.

However, Ushur acknowledged that there are challenges with severe weather alerts, which can lead carriers to be reluctant to adopt this.

These challenges include costs, forming a communication plan and guiding a unique claim journey. Further, warning is only the first step in supporting customers. Ushur highlighted that even if a policyholder followed all of the instructions to protect themselves, damage may still have occurred. In such instances, the timely reporting of any loss is essential.

If a carrier does choose to adopt weather alerts, a clear communication strategy is essential, Ushur added.

One size does not fit all when it comes to safety and loss prevention, Ushur continued, and carriers would do well to give different advice for different types of severe weather. It is also important to identify the specific customers at risk and the most relevent and helpful information they will need to prepare.

Whilst severe weather alerts can prove very effective, Ushur warned that sending out too many can be counterproductive.

Customers who receive a large volume of alerts, especially ones that are generic and not applicable to their location, are more likely to ignore or op-out of their carriers’ alerts altogether.

Automation can help carriers proactively engage with their customers before, during and after both catastrophe and severe weather events. According to Ushur, this can help carriers to bridge the gap in loss prevention and claims service. It also is a key way a carrier can differentiate the customer experience they provide.

The Ushur Customer Experience Automation platform can help support insurers in augmenting their severe weather customer communication plan with its pre-built automation workflows. Read the full post here.

Earlier this month, Ushur launched UshurX, a line of pre-packaged solutions focused on solving the most common customer engagement issues in healthcare, insurance and other highly regulated industries.

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