DSB Claims: Changing the Way Things Have Always Been Done

Many years ago I had a personal experience, which made me realize something we all may have observed (or will observe) at some point in our lives.

At the time, I was a business owner who had suffered a major loss due to a fire at one of my stores; and when I was at my most vulnerable, I felt that my claim experience was impersonal – that the process took too long – and that the promises made to me when I purchased my insurance were not being fulfilled.

After my experience, my realization was this: when it comes to customer service in the insurance industry, there is room for improvement.

This realization (stemming from my own experience as a policy holder) is what began to set the foundation for DSB Claims.

Shortly after my claim incident, I switched careers, stepped into the insurance industry, and for well over a decade I continuously pushed myself to raise the bar. My mission was to find new, innovative ways to enhance insurance services – not with a focus on speed and volume, but with a focus on people, and facts.

And so, after 14 years in the field, I founded my company (DSB Claims) on the conviction that the provision of a claim service should be deeply rooted in delivering an outstanding customer experience – not just for the policy holder, but for the brokerage, and the insurance carrier as well.

For us, it begins with the desire to change the industry by bringing empathy into the claim experience. We bridge the gap between what policy holders want to experience at the time of a claim, and what they actually experience.

 This approach is multi-dimensional – because by making the claim experience as positive as it can possibly be for policy holders, we initiate a “ripple effect” that benefits all parties involved.

Policy Holder: Our directive is to take care of the policy holders’ needs with an intimate service that helps simplify what can be a complicated, emotional and overwhelming process.

Following a covered loss, we set expectations for the policy holder, explain the next steps, and reassure the claimant that we will be there throughout the entire process to empower them with the information they need, and put them in the best possible position to settle their loss.

Brokerage: Every broker knows that the prioritization of customer relationships will increase customer retention – and a fantastic customer experience at the time of a claim is what will strengthen customer loyalty in this field (especially in a younger client base, who isn’t afraid to shop around).

When we “show up” for the policy holder, we do so on behalf of the brokerage. In other words, we act as an extension of our brokerage partners’ brand with the intention of taking care of all of their clients’ needs at the time of a claim.

This creates a stronger business (and personal) relationship between the broker and the client, which increases customer retention + referrals.

Additionally, when we act as a brokerage’s dedicated “24/7 claims department,” we manage all of the claim handling details – which gives brokers the freedom required to focus on prospecting, and/or other important tasks that support the growth of their business.

Insurance Carriers: When we decided to “change the way things have always been done” for policy holders and brokerages, we didn’t stop there. We expanded our research to address the pain points that insurance companies experience. For example, the arrival of a first notice of loss can oftentimes be delayed, or lack detail, supplying vague information such as: “water in the basement.”

This is why we offer an adjusting service as well, which prioritizes a rapid arrival on site in order to assess and communicate a detailed narrative that will: shorten the claim process, control the cost of the claim, and mitigate the carrier’s operational expenses.

We’re constantly conducting research and building our team to ensure that we have the technical aptitude required to provide carriers with accurate, efficient claim management that encourages an optimal lifecycle – and keeps the policy holder + broker happy as well.

When we say that claim service should be deeply rooted in an outstanding customer experience, we are truly referring to all parties involved. This approach – delivering 360° of customer satisfaction – is what will truly “revolutionize” service in this industry.

“Changing the way things have always been done” requires a strong dedication to constantly making improvements. Whether it’s providing postage paid “feedback” surveys to customers, adapting, educating ourselves, or staying on top of opportunities for progress on a daily basis, we never stop looking for ways to be better.

My personal philosophy is “the best or nothing” – because to do better, to do more, is what nurtures growth for our company – and for the companies we work with, as well.

To discover more about how we can add value to your operations on a daily basis, contact us today.