Billing as a Customer Service


Insurance carriers are beginning to view billing as a customer service priority, driven by competition and customer expectations.


“Clearly billing is a really critical customer service and customer satisfaction issue.”


Martina Conlon, Novarica


Billing is the most frequent interaction between customers and insurers, and that’s why carriers view it as a customer service priority. Providing accurate bills offers a particular opportunity for a company to fulfill its brand promise. Conversely, errors or mishandling of a bill can cause grave injury to a brand because people are more likely to remember the time their insurer got it wrong than the many times their insurer got it right.


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