Mark L Brock

Claims experience as growth
Life insurance claims can be complex, forcing beneficiaries to gather documents, complete forms, and wait while grieving.
Because claims may be a rare insurer interaction, the experience can strongly shape trust during a difficult moment.
One insurer is using automation, AI, and integrated data systems to reduce delays and simplify navigation.
Leaders stress communication should feel human and genuine, not transactional, especially amid vulnerability and uncertainty.
Modernizing claims aims to cut manual-review friction; negative experiences can hurt how customers view the institution overall.
I’m seeing life insurers put more focus on the claims experience, using technology and better communication to reduce friction. The goal is to build trust during stressful moments and strengthen long-term customer relationships.

Claims Experience as a Growth Strategy

State insurance complaint steps
Start by trying to resolve disputes directly with your insurer; common triggers include delays, low settlements, or denials.
State insurance departments regulate insurers, handle complaints, and can investigate whether companies followed laws and policy terms.
Regulators can facilitate communication and request fixes, but can’t act as your lawyer or set claim value.
Auto insurance was 35% of 2025 complaints; most 2025 complaints ended with overturned positions or settlements.
Filing usually needs evidence and a clear letter; states confirm receipt, seek insurer responses, then close or act.
I’m seeing more consumers turn to state insurance regulators when insurers delay, deny, or underpay claims. The process centers on clear documentation, realistic expectations, and understanding what regulators can and cannot do.