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When managing a claim, it’s important to approach policy holders with empathy, understand that they are under duress, and make them feel as comfortable as possible when we ask them for details. Sometimes it can be challenging for a policy holder to “open up” right away, when they are under an extreme amount of stress – which is why it’s important to pay attention to the unspoken, or “read between the lines”…
When it comes to communicating with a policy holder, listening is very important. By listening, you can proactively diffuse a stressful situation, make the policy holder feel more comfortable, and facilitate the claims process for everyone involved. However, in order to make policy holders feel like they have truly been “heard,” you must do so from a place of authenticity – and in order to be genuine, you must be empathetic…
The public perception is that insurance carriers and adjusters treat policy holders badly – giving them as little as possible in the way of empathy, time, information, and settlement. As adjusters, we are faced with a distinct set of challenges: how do we overcome these negative preconceptions, in order to create a better experience for all parties involved?…
By observing these four important tips for strengthening your proactive claims communication, you can add tremendous value to your daily operations…