Researchers said the claims experience remained a significant commercial touchpoint for the life insurance sector, particularly as many beneficiaries reconsidered their own protection needs following a death claim.<\/p>\n
However, the study found fewer than one in 10 insurance policy beneficiaries currently go on to buy a policy from the same adviser after a claim, despite generally high satisfaction with claims handling.<\/p>\n
Top challenges cited by beneficiaries<\/strong><\/p>\n Among beneficiaries who were not \u201cvery satisfied\u201d with their experience, most said a better experience would have increased their likelihood of purchasing a policy from the same insurer.<\/p>\n The report identified communication quality, clarity of instructions, pre-claim engagement, and compassion as the strongest drivers of positive perceptions after a claim.<\/p>\n By contrast, faster payment times and more frequent contact did not materially improve long-term perceptions once core service expectations had been met.<\/p>\n The report, based on a survey of 272 US life insurance claimants and 12 in-depth interviews with beneficiaries who had received payouts, also found:<\/p>\n Other findings showed 91% of beneficiaries report being satisfied with their claims experience, and core elements such as communication (87%), clarity (85%), and timeliness (83%) were rated highly.<\/p>\n Researchers said many families continued to face administrative, financial and emotional pressures after the payout stage, despite insurer involvement often ending once benefits were paid.<\/p>\n Support needs don’t end at payout…<\/p><\/blockquote>\n Authors of the report state that the claim is the moment when a family discovers whether the relationship they’ve been paying into for years delivers on its promise.<\/p>\n \u201cBeneficiaries aren’t walking away from carriers because they are disengaged. They’re walking away from an experience that gave them no reason to stay. Support needs don’t end at payout.<\/p>\n \u201cClosing that gap with financial education, grief resources, dedicated coordination, and practical assistance doesn’t just improve satisfaction scores. It transforms confidence, advocacy, and loyalty.’<\/p>\n\n
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