What is the secret to an insurance claims experience that satisfies customers?
Executive Summary
Erie Insurance searches for employees who share the company's commitment to service first, knowing the insurer can train for the technical aspects of claims handling. According to Cody Cook, VP of Claims, that's part of the secret sauce that puts his company near the top of customer satisfaction ranking for claims handling year in and year out. Agency task forces are another key ingredient.For years, J.D. Power has conducted surveys and curated lists recognizing insurers that succeed at providing satisfactory claims experiences. Carrier Management recently asked claims leaders at two of the consistently higher-performing insurers to peel back the curtain and share what they’ve found works.
Training Center, Task Forces Bolster Erie’s Commitment to Service
At Erie Insurance, Cody Cook brings an actuarial background to his work in claims. Cook is the insurer’s senior vice president of claims—a role he began in 2020 after experience as an actuary led him to a decade-long leadership role in personal lines.
