How can we explain the unexpected 25% increase in customer support calls related to Clearcover's claims process in the last two weeks?

Introduction

The unexpected 25% increase in customer support calls related to Clearcover's claims process over the past two weeks is a critical issue that demands immediate attention. This surge in support requests not only impacts customer satisfaction but also strains our resources and potentially signals underlying problems with our claims process. To address this challenge, I'll employ a systematic approach to identify, validate, and resolve the root cause while considering both short-term fixes and long-term improvements.

Step 1

Clarifying Questions (3 minutes)

• Given the sudden spike, I'm wondering about recent changes. Have there been any updates to the claims process or related systems in the past month?

Why it matters: Recent changes could directly correlate with the increase in support calls. Expected answer: Yes, a minor update to the claims submission form was implemented. Impact on approach: If confirmed, we'd focus on the specific changes and their potential unintended consequences.

• Considering user segments, are we seeing this increase across all customer types or is it concentrated in a particular group?

Why it matters: This helps identify if the issue is widespread or specific to certain users. Expected answer: The increase is more pronounced among new customers. Impact on approach: If true, we'd investigate onboarding processes and new user experience.

• Regarding call content, what are the top three reasons customers are citing for contacting support about claims?

Why it matters: This provides insight into the specific pain points causing the increase. Expected answer: Confusion about claim status, difficulty uploading documents, and longer processing times. Impact on approach: We'd prioritize addressing these specific issues in our solution.

• In terms of timing, has there been any change in the average time to resolve a claim in the past month?

Why it matters: Longer resolution times could lead to more status inquiries and frustration. Expected answer: Yes, average resolution time has increased by 2 days. Impact on approach: We'd investigate bottlenecks in the claims processing workflow.