What truly makes a claims experience stand out—and keeps customers coming back? In this 30-minute session, a leading insurance analyst presents findings from a recent survey of individuals who filed insurance claims, offering a data-driven look into what matters most to claimants today. The presentation explores the key drivers of customer satisfaction and loyalty, from first notice of loss through final settlement. Attendees will gain insights into where insurers are meeting expectations, where they’re falling short, and what specific actions—communication, speed, services and payment choice—separate the best experiences from the rest. Whether you're in operations, claims, or customer experience, these findings will help you prioritize what really moves the needle for your customers.