The only way to make something better is to change the way you are doing it. This statement stands true for the RCIS Claims team, as the team and I have focused in the last few years on how we can come together as a team to make a policyholder’s claim experience with RCIS even better.

One important aspect of this work has been to listen to our policyholders and agents through our Transactional Net Promoter Score (TNPS) surveys, extended to policyholders with a completed claim, and Relationship Net Promoter Score (RNPS) surveys, extended to RCIS agents across the U.S. twice a year.

The RCIS Claims Transactional Net Promoter Score*, from surveys completed by policyholders, was 89 in April 2021. Monthly scores have exceeded both 2020 and 2019 monthly scores in the first four months of 2021. This means 90% of policyholders with a completed claim are scoring RCIS Claims a nine or a ten out of ten. From agent surveys completed, we found 8 of 10 agents are satisfied with overall RCIS claims experience and almost all aspects of the process.

These survey responses continue to help validate the way we are leveraging our entire team in the claim process to make a difference. By working together, we can work smarter and faster through the RCIS Claims premier services currently offered to agents and policyholders.

The numbers tell the reasons why

As an agent, you have the ability to help position the RCIS Claims premier services for the smoothest claims experience possible for your policyholders. Here are just a couple of figures from our claims work this past April:

April 2021

• Claims going through the Claims Completion Process, one of the six services offered as a premier service, completed payment 36 days faster overall compared to the traditional means.

• Claims signed through Digital Signature Services completed payment 14 days faster than wet ink signatures.