Grange Insurance enhances claims experience

Ohio-based Grange Insurance has introduced the following digital tools to enhance claims experience:

  • Two-way texting to enable Grange claims associates to connect with policyholders
  • Electronic claims payments for faster claims resolution and payment
  • Proactive customer texts

“Digital capabilities have never been more crucial to our claims operations, allowing us to unlock value and improve the customer experience from start to finish. Personal interaction will always remain core to the claims process; however, the use of technology enables improved process efficiencies, increased customer satisfaction and delivers a seamless claims experience. Leveraging the latest innovative tools and partnerships to meet the evolving needs of our policyholders is at the heart of our digital transformation journey at Grange. Our commitment to innovation and digital solutions also ensures that our associates are always available to provide personalized interactions and support for our customers throughout the claims process.” – Grange Insurance EVP, Chief Customer Interactions Officer Linda Roubinek.

Grange’s policyholders can text their assigned claims adjuster photos and get real-time answers on their claims questions . In addition, policyholders can receive claims payments faster through a secure electronic payment designed to expedite restitution. The electronic claims payment option is available for customers when they file a home, auto or business claim with Grange. Customers who select this payment option can receive their electronic payment in as little as hours through direct deposit to a checking or savings account, direct deposit to a debit card, or instant prepaid virtual cards.