Customer
Experience

We strive to provide great experiences for our customers, agents and brokers at every touchpoint, from sales to claim servicing. To meet evolving consumer and business expectations, we are investing in technologies, capabilities and talent to deliver fast, personalized service across platforms with the goal of being the undeniable choice for the customer and an indispensable partner for our agents and brokers.

APPROACH
 
Approach

We recognize that to deliver on our promise to our customers and to produce industry-leading returns over time, we need to meet evolving consumer and business expectations, which are increasingly shaped by customer experiences outside the insurance industry. This means keeping the customer at the heart of everything we do and collaborating with our agent and broker partners to provide a seamless and consistent experience across all interactions and touchpoints.

Our Head of Customer Experience, a member of our Operating Committee, leads our enterprise-wide efforts to enhance our customer experience. We use multiple customer and agent listening posts and surveys to better understand ever-changing customer needs. We also leverage our data and analytics expertise to develop intelligent models to predict and provide for their needs throughout the customer lifecycle. Based on what we learn, we are investing in technologies, capabilities and talent to become faster, easier, nimbler, more digital, more mobile and more personalized, enabling us to advance one of our three innovation priorities — to provide great experiences for our customers, agents and brokers.

From a claim perspective, customer experience is both a core value and a business discipline. Travelers processes the overwhelming majority of claims internally; in 2018, we were able to adjust virtually 100% of our claims with our own employees. This structure sets us apart in the industry, allowing us to process claims more quickly and accurately and enabling a consistently high standard of customer service. Our claims handling capability is a competitive advantage that results in a better outcome for our customers and a more efficient outcome for us. In 2018, we were able to resolve approximately 95% of our claims arising out of the largest catastrophe events, and 94% of our claims arising out of all catastrophe events, within 30 days. The capacity to service virtually all of our claims with our own employees also provides us with valuable insights and data, which helps us continually learn from our customers and refine our service processes to optimize their experience with us. Our claims handling ability is at the heart of our promise to our customer and proved again in 2018 to be a significant competitive advantage.

The results of our customer experience efforts are reflected in our strong customer retention rates.

Customer Retention Rates

Business Group

1Q’17

2Q’17

3Q’17

4Q’17

1Q’18

2Q’18

3Q’18

4Q’18

Domestic Business Insurance
(excluding National Accounts)

85%

85%

85%

85%

86%

85%

86%

85%

Domestic Business Insurance:
Select Accounts

84%

83%

83%

82%

83%

82%

83%

82%

Domestic Business Insurance:
Middle Market

88%

88%

87%

87%

88%

88%

87%

88%

Domestic Bond & Specialty Insurance: Management Liability1

88%

88%

89%

87%

89%

90%

90%

89%

Domestic Personal Insurance:
Agency Automobile2

86%

86%

84%

83%

83%

83%

84%

84%

Domestic Personal Insurance:
Agency Homeowners & Other2

87%

87%

86%

87%

86%

86%

86%

86%

Total International Insurance1

84%

84%

82%

82%

84%

83%

83%

81%

1 This ratio excludes the surety line of business as surety products are generally sold on a non-recurring, project specific basis. 
2 This ratio represents the expected number of renewal policies that will be retained throughout the annual policy period to the number of available base renewal policies. Excludes Direct to Consumer business. 
Note: Statistics are in part dependent on the use of estimates and are therefore subject to change.
CUSTOMER-CENTRIC
SERVICE
Customer-Centric Service

We pride ourselves on exceptional customer service and product expertise. To meet evolving consumer expectations, we must be customer centric across every part of our business, leveraging data-driven insights to map the customer journey and redesigning our products, services and processes based on the customer’s perspective.

Travelers is taking steps to expand our listening posts to capture data throughout the lifecycles of customers and agents, down to specific interactions and transactions. We also use data from third parties such as J.D. Power, agent and broker surveys and our own customer survey data to monitor customers’ needs with the goal of providing our customers with an exceptional experience. Ultimately, by listening to our customers and evolving our processes and strategies to align more closely with both customer and agent perspectives, we aim to improve customer satisfaction and loyalty.

We examine customer satisfaction at multiple points in the customer lifecycle, and we use that insight to continually improve our service to increase overall customer satisfaction. We have identified and are implementing several core objectives to continue to improve the customer experience and utilize the latest benchmarking tools, software and analysis to measure our progress.

Over the years, we have captured some of our customers’ more powerful experiences with Travelers in this series of short videos.

We pride ourselves on delivering for our customers but are pleased when our customer experience has been recognized by others. For example: 

  • Newsweek named Travelers as one of America’s best companies for customer service (2019).
  • U.S. News rated Travelers second-best car insurance company (2019).
  • J.D. Power identified Travelers as a top-10 carrier for both auto and property claim satisfaction and among the highest in overall improvement year-over-year in auto claim satisfaction (2018).
  • Travelers was ranked fifth in Forrester's US CX Index Rankings of Auto/Home Insurers (2018).
ETHICAL & EMPATHETIC
CLAIM CULTURE
Ethical & Empathetic Claim Culture

Treating our customers, claimants and business partners with the highest degree of integrity, professionalism and empathy, and paying what we owe, are core to our mission. That’s why our Claim organization has a deliberate focus on attracting, developing and retaining a high-performing workforce that shares our values and embraces our culture. Within six months of hire, every new employee in our Claim organization goes through a comprehensive training process designed to ensure engagement with Claim’s values and vision, which establishes ethical, empathetic and effective claim handling as a key driver of business success. Employees are regularly recognized for their ability to leave our customers feeling secure, respected and cared for at every interaction.

Acting in good faith in the claims handling process and paying what we owe is an imperative. Our Code of Business Conduct and Ethics clearly establishes Travelers’ policy to handle claims fairly by paying what we owe and following the terms of the applicable insurance policies and all claim handling standards contained in the applicable statutes and regulations. The Code specifies that Claim personnel are expected to act promptly and in good faith when handling claims. These principles are frequently reinforced within the Claim department by management at all levels through regular training, communications and measurement. Among other things, Claim handling staff are provided with Good Faith Claim Handling training that specifically walks through different situations Claim professionals may encounter in their work. Claim professionals’ core technical training addresses coverage determination and customer communication, and internal quality review of Claim files includes determination of whether all coverages were correctly identified, applied and communicated to the customer. In addition, all Claim employees are required to annually certify compliance with a Claim-specific compliance plan that goes above and beyond the company compliance plan to specifically address good faith claim handling.

The diversity of our workforce helps us provide empathetic and effective claim service. For example, on average, when we provide Spanish-language workers compensation Claim and medical professionals to Spanish-speaking customers, we see a reduction in lost time and claim, legal and medical expenses, with improved medical- and return-to-work outcomes. Workers compensation claims handled by culturally and linguistically aligned Claim professionals through our Cultural Advantage program saw a 15% reduction in total claim payout, a 21% lower rate of attorney involvement and a 23% improvement in return to work within 30 days (2014–2017 accident years, Southern California Claim Center). This strategically located program is currently available in California, Florida, Texas, Arizona, Colorado, Illinois, Nevada, New Mexico and Utah. We periodically review this program for expansion.

AGENT & BROKER
PARTNERSHIPS
Agent & Broker Partnerships

Our partnerships with our agents and brokers are a key competitive advantage for us and an important driver of our long-term success. We aim to be their indispensable partner; together, we deliver on our promise to be there for our shared customers. And we are always enhancing our digital marketing and sales tools to better support our agents and brokers and to help them identify and capture new business opportunities more effectively. For example, we support our independent agents and brokers in Personal Insurance by providing them with social media, marketing and customer relationship resources. These resources allow them to leverage our communication platforms and our extensive product and safety content to engage with their local markets and communities. We also work closely with our agents when designing new tools, such as Quantum Home 2.0®. This tool provides greater customization, fewer steps to complete a quote and simplified customer communications — all of which increases efficiency for agents while helping them to deliver better service and drive new business. We work with our agents and brokers to provide our shared customers with clear and accurate information, which can guide them toward the products/services they need.

Travelers Institute® educational programming also offers unique value to our network of 13,500 agent and broker partners, providing a distinguished thought leadership platform. Over the past 10 years, the Travelers Institute has hosted hundreds of events in collaboration with agents and brokers, enhancing these relationships while providing education and risk mitigation strategies to thousands of consumers. The programming leverages our agents’ knowledge of how issues such as cybersecurity, distracted driving and natural disasters directly affect families, businesses and communities. Agencies and agent associations regularly co-host programs with the Travelers Institute, invite customers and provide expert speakers, showcasing their risk management expertise and reinforcing their value as trusted advisors for critical insurance decisions. In addition, the Travelers Institute offers presentations on the economic outlook and political landscape at agent conferences and events and provides educational content including publications, social media campaigns and videos for agents and brokers to share with clients. These programs are a great example of how our efforts to strengthen our communities also enhance our relationships with our agent and broker partnerships and drive our bottom line.

CUSTOMER
RESOURCES
Customer Resources

We provide customers with significant pre-loss safety and damage mitigation advice through social media, direct communications and our extensive public-facing Prepare & Prevent website. Business Insurance customers also have access to the Travelers Risk Control Customer Portal, a library of self-service loss prevention and safety resources for risk management professionals. Together, our Prepare & Prevent website and Risk Control Customer Portal give customers access to more than 1,250 resources to help them better understand risk, mitigate exposures and prevent losses. See Disaster Preparedness, Innovation and Safety & Health for additional information on the breadth of products and services we offer to help our customers mitigate risk and damage.

Key Initiatives

Our Drivers of Sustained Value

Business Strategy & Competitive Advantages
Capital &
Risk Management
Climate
Strategy
Community
Customer
Experience
Data Privacy &
Cybersecurity
Disaster Preparedness
& Response
Diversity &
Inclusion
Eco-Efficient
Operations
Ethics &
Values
Governance
Human Capital
Management
Innovation
Investment
Management
Public Policy
Safety &
Health