In the absence of complaints, then I tend to judge a carrier s performance based on technical insurance issues rather than on the delivery of services. Complaints from the operating units, however, weigh very strongly in satisfaction and selection of a carrier. Conducting a periodic survey allows us to be proactive in managing a potential problem area, whether it be a simple problem of a claims adjuster not returning phone calls on a timely basis or dissatisfaction with the overall claims management process. Measuring the levels of satisfaction in some areas, such as claims management or loss prevention engineering, are much easier than areas such as coverage placement or marketing strategy. Satisfaction cannot and should not be measured based on pricing.
Pricing is primarily a result of market conditions.
In the past eight years, the risk management community has been able to obtain broader coverage inexpensively. As the market turns, pricing should not be indicative of a risk manager s satisfaction. The level of service delivered by providers should be the true measurement. Generally, we look back through the year and measure the carrier s performance on what happened during the year. The fewer complaints and surprises we experienced, the more satisfied we will be.