Filing damage claims
A view on the actual service
CLIENT & GOAL
A large insurance company requested a research within its own network. Other than the typical mystery shopping consultation visits, we also conducted mystery shopping tests, which included filing actual damage claims.
For the visits with an actual purchase of a service the mystery shoppers had to get an insurance for their own vehicles. For that reason, we had to find mystery shoppers in different cities that owned suitable automobiles. Every mystery shopper was assigned a specific office, where he/she had to take out the insurance.
A few days later, the mystery shoppers had to state some small damage – e.g. damaged car paint. The whole processing of the claim was evaluated, including filling out the documents, taking a picture of the vehicle, etc.
RESULTS & BENEFITS
The assignor received valuable information not only about how their employees presented the company’s services, but also about the quality of service, provided to actual customers.