How to Help Small Business Customers Through the Claim Process

Many small business owners look to their insurance agents for help in understanding the coverages and services that can help protect their businesses. This is especially true when they face a possible liability claim. Property damage or workplace injuries can be challenging and unnerving for business owners, particularly if they do not have prior experience navigating the claim process.

Working with a carrier that offers clients guidance and support before, during and after a claim can help position you as a hero in your customers’ eyes. Travelers can help you and your customers understand their business claims, reduce potential financial and reputational harm to their business, and give them the peace of mind they need to focus on what matters most—their business. When it comes to understanding their risk and navigating the claim process, here are some ways partnering with Travelers can help give you and your small business clients an advantage.

Deciding whether or not to file a claim can sometimes be a frustrating experience for a business owner. Since small businesses rarely have a risk manager, clients may first look to you for guidance after a loss. Working with an insurance carrier that can provide support and resources to you and your clients during this time is key to a successful customer experience. Furthermore, great customer experiences help ensure retention and drive growth.

Travelers Loss Consultants are available to help small business owners make informed decisions about whether to file a claim. Simply having the opportunity to ask if the incident is a covered loss, for example, is valuable. Speaking with the loss consultation group helps ease the stress and uncertainty of the process for business owners and can lead to timelier outcomes that minimize business disruption. Additionally, loss consultants can get the claim started right away, eliminating the need for a second call.

When a workplace injury occurs, employers and injured employees need efficient processes for claim reporting and receiving appropriate medical treatment. The TravCare^® Nurse Line is staffed with nurses who can immediately recommend the appropriate level of medical care using evidence-based medical guidelines, and complete the claim reporting process. This service, provided in both English and Spanish, is available 24 hours a day, 365 days a year. Additionally, injured employees can connect with healthcare professionals using telemedicine capabilities for diagnosis and treatment.

Partnering with a carrier that leverages digital experiences and other technologies throughout the claim process can help lead to better claim outcomes and more positive claim experiences overall. Digital self-service tools give customers access to pertinent information about their claim when they want it.

Travelers customers simply go online to MyTravelers^® for Business to do just that and more. Using MyTravelers for Business, customers can check the status of their claim, view policy documents and access Travelers’ proprietary risk management tools and resources to learn ways to minimize risks to their business and prevent future losses.

For workers compensation claims, injured employees have access to their MyTravelers^® for Injured Employees web portal. This self-service platform gives employees access to view their claim status, treatment plans and medical payment information from anywhere at any time.

Travelers Claim professionals use cutting-edge technologies to expedite claim resolution where appropriate on the front end. For example, Travelers can deploy drones to view losses in ravaged areas of a business’s property that may otherwise be inaccessible. This can provide more detailed inspections of damaged buildings and facilities and help move the claim process forward efficiently.

With most claim scenarios, the primary objective is to properly investigate and resolve the claim by paying what we owe, when we owe it. A key attribute of a great insurance carrier is the capacity to not only help customers mitigate risk and prevent loss, but also to anticipate how claims can escalate and work to minimize that risk.

Our Claim professionals, nurses, data scientists, staff counsel, investigators and more, have the technical expertise to help you and your clients through the claim and strategically solve any claim challenge. We are here for you and your clients when needed most.

Travelers’ extensive experience in business insurance gives you and your customers many distinct advantages when it comes to managing the claim experience. Regardless of whether your clients have in-house expertise or require an external partner for guidance, Travelers is here to help you help them – every step of the way.

Contact your Travelers representative today to learn more about our products and services for small business owners.