Podcast: The Building BITE

Episode: 4 Steps to Achieving Positive Customer Claim Experiences


Please tune in to this episode of The Building BITE Podcast, as we hear from industry experts about key topics to help you be successful. In this episode, hosts Peter Duggan and Mike Diercksen, CRIS, welcome River Steenson, CRIS - Senior Construction Risk Engineer at AXA XL, in this episode. River opens up the show taking us on his career journey where he spent 15 years as a Project Manager with both heavy civil and commercial building experience. In his last five years, he’s worked at AXA XL as a Senior Risk Engineer – doubling as a perceived customer advocate.


Listeners receive expert advice on achieving a positive claim experience by starting with the end in mind. River shares that from a partner’s perspective, that mindset leads to greater collaboration resulting in expedited payment. To achieve expedited payment, it’s crucial to identify nuances of the claim and any pinch points to layout the ultimate road map to success. Communication early and often is key.


He continues by sharing common pinch points that are seen during the claim process.


River provides four steps to achieving positive customer claim experiences:

  1. Start the Insured/Carrier Collaboration as Soon as Possible
  2. The Carrier Should Provide Coaching and Feedback Throughout the Claims Process
  3. Maintain Continuous Dialogue Start to Finish – Nothing Should be Done in a Vacuum
  4. Get the Claim to the Finish Line


Tune in to hear the details of each of these four steps and hear real examples on key points including, creating a win-win-win, when coaching may have made a difference and benefits of avoiding snags in communications.


Please like, share, and subscribe to this podcast! 



Connect with River on LinkedIn

Follow AXA XL on LinkedIn

Email River at river.steenson@axaxl.com

Connect with Peter Duggan

Connect with Mike Diercksen

Main Offices

351 Pleasant Street, Suite B, #135
Northampton, MA 01060

North Carolina
13200 Strickland Road, Suite 114, #299
Raleigh, NC 27613

P.O. Box 16824
Rocky River, OH 44116