Casualty Actuarial Society (CAS) Practice Exam

Why do insurers' marketing departments need claims information?

1. To set premium rates

2. To improve underwriting standards

3. To assess customer satisfaction and settlement timeliness

4. To identify regulatory compliance issues

The correct answer is: To assess customer satisfaction and settlement timeliness

Insurers' marketing departments need claims information primarily to assess customer satisfaction and settlement timeliness. Understanding how claims are handled directly impacts a company’s reputation and the overall customer experience. By analyzing claims data, marketing teams can gauge customer reactions to the claims process, identify potential areas for improvement, and develop strategies to enhance customer relations. A smooth and efficient claims process can lead to higher levels of customer satisfaction, encouraging existing clients to remain with the insurer and potentially attracting new clients through positive word-of-mouth and reviews. Additionally, knowing how quickly and successfully claims are settled allows marketers to better communicate these strengths to potential customers, further supporting the company's image in a competitive marketplace. While premium rates and underwriting standards heavily rely on claims data, these aspects are typically more within the purview of actuarial and underwriting departments rather than marketing. Similarly, regulatory compliance issues are usually monitored by compliance officers and risk management teams, rather than by marketing personnel. Thus, the focus on customer satisfaction and claims experience directly aligns with the core functions of a marketing department.