How do insurers deal with their defaulting customers and their payment-disrupted contracts? Is there a strategic approach to customer retention, or are these customers lost in the long term? Is it communicated with this customer group at all and if so, how exactly? The fact is that at the end of a customer journey, consumers with impaired insurance contracts still quickly land on the siding. Strategic customer recovery measures are obviously still not a top topic for many insurers despite the immense sales potential. We talked to proven industry experts about this topic and the state of digitisation among insurers. Read in Part 1 of the digital roundtable, among other things, why existing customers are so important for insurers and how customer recovery measures are usually designed today.
What is the classic handling of payment-disturbed contracts so far and how will they continue to communicate with these customers after completion of the dunning/collection process?
Harald Weber: As far as the topic of payment-disturbed customers are concerned: All measures from the beginning of a payment disruption must have the goal of preserving the inventory. With one or the other form of insurance, he no longer has insurance cover if there is a payment disruption. Even if a customer pays irregularly, one should look for ways to keep him. And only cancel if his damage story goes wrong. Be it fraud, be it the damage situation or frequency.