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New Digital Approach to Policy Audit Improves the Customer Experience
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Considering that all workers’ comp and some Spectrum® policies are subject to a policy audit annually, creating an audit process that makes customers’ lives easier has been a top priority for us. With this in mind, last year we launched a new online solution -- initially piloting it with some restaurant customers, adding more industries and expanded capabilities monthly.
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Here’s an overview of the new audit experience.
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When an eligible customer1 receives notification of an upcoming audit, [s]he also receives an email or letter directing them to the Audit tab in My Account. An updated dashboard helps them prepare for the audit and also displays their progress as they’re completing it.
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Many entry fields in the audit experience are prefilled with policy information and data from prior audits, minimizing entry and reducing the likelihood of errors.
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Behind-the-scenes analytics trigger questions that apply specifically to a customer’s business; follow-up questions may be asked based on a customer’s responses.
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Improved navigation helps customers more easily provide accurate information.
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We are using feedback from customers to continue to make improvements, and many are reporting how pleased they are with the new capability. Here are just a few of the comments we’ve received from them:
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“The process was very user-friendly and easy to navigate.”
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“I am extremely likely to recommend Harford because they make the audit quick & easy.”
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“Much better and easier audit process than in year’s past- thank you!”
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While the new online experience is not currently available to all customers based on account size and/or complexity, we expect to transition more customers and industry groups by year’s end. For some customers, the digital experience cannot yet meet their needs based on account size and complexity, and their audits will continued to be handled as they are today through the field or phone audit process. Customers who use the legacy digital tool will be moved to the new experience by end of this year when all industry groups will be available online.
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An improved audit experience is another way we’re delivering the power of small to you and your customers. Quote The Hartford today.
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Prepare. Protect. Prevail. With The Hartford.®
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1Eligibility is based on industry group. Available industries as of 1/1/2019: restaurants, doctors, vets, legal, personal services, churches, schools, retail, financial services, cpu services, specialty trade contractors, electricians, plumbers, HVAC, janitorial, furniture stores, clothing stores.
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The Hartford® is Hartford Fire Insurance Company and its affiliated property and casualty insurance companies, 690 Asylum Avenue, Hartford, CT 06155.
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Certain coverages vary by state and may not be available to all businesses. All Hartford coverages and services described on this page may be offered by one or more of the property and casualty insurance company subsidiaries of The Hartford Financial Services Group, Inc. In TX, this insurance is written by Sentinel Insurance Company, Ltd., Hartford Casualty Insurance Company, Hartford Lloyd’s Insurance Company, Property and Casualty Insurance Company of Hartford, Hartford Underwriters Insurance Company, Twin City Fire Insurance Company, Hartford Accident and Indemnity Company and Hartford Fire Insurance Company. In CA by Sentinel Insurance Company, Ltd. (CA license # 8701) and its property and casualty insurance company affiliates.
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© 2019 The Hartford.
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