Primacy delivers when your customers need it most
We understand that your time is important, and one of the most common queries that you are asked is “what is happening with my claim”.
Historically, loss assessors would provide updates to your customers on the status of their claim and we regularly receive feedback from you that these updates are inconsistent.
In 2017, Primacy responded to your feedback and introduced a new tool to help keep your customers up to date with the progress of their claim, providing them with live status updates at their fingertips.
Here’s how it works
Primacy will send your customer an SMS and email once their claim is lodged with details of the loss assessing company that will be assessing their claim, along with a link to a status page, keeping them updated throughout their claim process.
We understand that your relationship with your customer is important to you, so we also provide you with option to ‘opt out’ of all or individual components of this enhanced service proposition for all of your customers and also at an individual client level. We also allow your customers to ‘opt out’ of receiving further communication from us.
Please keep reading for more information including what your customer will see and how to ‘opt out’.
What your customer will see
Your customer will receive an email and a SMS advising them of their claim reference, their loss adjuster, a link to our claims resource centre and a link to track their claim. We have also included your contact details in the message so they always know who to contact.
The link in the SMS and email will take them directly to their claim status page.
As soon as Primacy receives an update to the claim, your customer will be able to see the same information, including if information is required to help finalise the process. A live status update at their fingertips!
How do I select what I want my customers to receive?
At Primacy, we understand that your preference may be to manage the entire claims process for your customers, including providing them with your own updates on their claim. This is why we provide you with the opportunity to ‘opt out’ of this enhanced customer service proposition.
You can manage what your customers will receive from Primacy from your PATH Account. Simply log in to PATH and go to the Change My Details area.
The options that you select here will apply to ALL of your customers, so if you choose to opt out of receiving emails and promotional items but are happy for your customers to receive SMS messages from Primacy, your customers will receive the SMS communication with the link to their live claim status update page only. If you opt out of all communications, your customers will not receive any communications from Primacy.
What if I want to opt out for a specific customer only?
We understand that this enhanced service proposition may suit most of your customers, but you may have some customers that you do not feel would benefit from it. That’s why we also provide you with the ability to opt out at a client level. By selecting the NO option, you will turn off all forms of communication for this client but don’t worry – you can turn it back on at any time and your My Account selections will apply to any future claims that may be lodged for this client.
What if my customer does not want to receive future communications from Primacy?
At Primacy, we believe that all of your customers will appreciate this enhanced service proposition at the time when they need it most, following a loss. We also understand there may be customers that will not want an insurance company contacting them, and we fully support your customer’s wishes. That’s why we have also provided your customer with the ability to ‘unsubscribe’ from further communications, should they not wish to receive them. This function is available on the live status update page itself.
As long as your customer has the link to the live status update page, they will always be able to see their claim progressing, however by ‘unsubscribing’ they will not receive any communications from Primacy for any future losses.
What if my customer did not receive the SMS or email?
If your customer misplaces the original communications from Primacy, you have the ability to re-send the SMS or email from the Loss Notification page in PATH. These options will only be available if you have not ‘opted out’ of them from your My Account record.
Where do I go for more information?
You will find more details within the FAQ area on PATH. We are always happy to assist, so if you would like any further assistance, give us a call.
We welcome your feedback in regards to this enhanced service proposition, including if you would like it available to all of your customers. Click here to provide Primacy with your feedback anytime.