How to Build a Modern Claims Experience

Owen Williams, SVP and claims CIO for Chubb, describes the Warren, N.J.-based P&C insurer’s claims service as best-in-class and asserts that customers who go through Chubb’s claim experience are prone to become customers for life. "Claims handling is a key differentiator for us in the marketplace, and so we continue to invest in the kind of people, process and technology that yields customer service that exceeds our competitors’ performance," he says.