It is also helpful if claimants speak only to the facts and get to the point… Hearing about how the damaged item was a gift from aunt blah blah blah, or we need a rental car asap because of ……is not relevant. Be polite and reasonable and starting phone calls with “my name is .. my claim number is…” with the claim handler will set you apart from the folks who call saying “i’m calling about that claim”…
A claim of any sort is not a feel good experience. Some clients need to vent. I have to think one would have a lot less complaints if one were to take a little extra time up front and let them speak. It will leave the client with the feeling that one cared rather than that they were rushed and made to feel “less than”. A complaint later in the claim will cost a lot more time and grief than a few minutes up front.
I think Anejo and Todd are both correct. Empathy is important, but it’s nice when the claimant/insured sticks to teh relevant facts. Many time though, they don’t know what we consider relevant.
When I was in college, I worked for the Sears parts department. Imagine every single customer coming in the door is there because something they purchased at Sears broke and they have to spend money for a part to fix it. Yow! I got an earful every day. But like a claims adjuster, you learn to listen and help steer the conversation to a productive conclusion.
Since when is it bad when consumers are advised of their legal rights?
Insurance adjusters handle claims every day and they know the rules. Consumers generally don’t. What’s wrong with advice on how to handle a claim?
Yes, this is terrible advice they are being given….like “be sure to report your claim in a timely manner,” and “you will need to cooperate with your insurance company.”
What’s wrong with a level playng field? Insurance companies have attorneys giving them advice all the time, so why shouldn’t consumers?
I have often found that speaking to an attorney can make an unreasonable client more reasonable. Attorneys don’t want to waste their time, and will advise a claimant if the client is unrealistic.
I’m sure the advice was written for people who called an 800 number to buy their insurance since anyone with a professional agent already has an advocate to help them through the claims process and if they are insured with Allstate, they’ll be satisfied with every aspect of the claims process or they get a refund of their premium.
Good points its a fine balance between empathy and hearing alot of non-relevant info. And yes, the claim dept is uphill from the get go usually – kind of like airline reps who work in the baggage office -nobody ever goes in saying “hey, my bag arrived with me, just wanted to say thanks” (well, this joker has done that, usually making that person’s day!)
I am all for policy holders obtaing knowledge of the claims process. As Jeff says, sometimes their knowledge will put a hault to pointless arguments/debate. Sometimes hearing the same thing from a different mouth is all it takes to correct the argument. That being said, I did feel that there were helpful things in this article, but I also feel that this article makes policy holders think that their insurance company is out to get them. Maybe that is the case somewhere, but give an adjuster some credit. I am not one myself, but they have a very difficult position to fill and most adjusters are looking to do as right by their Policy Holder as they can. After all, who wants to deal with an angry customer?
It is also helpful if claimants speak only to the facts and get to the point… Hearing about how the damaged item was a gift from aunt blah blah blah, or we need a rental car asap because of ……is not relevant. Be polite and reasonable and starting phone calls with “my name is .. my claim number is…” with the claim handler will set you apart from the folks who call saying “i’m calling about that claim”…
A claim of any sort is not a feel good experience. Some clients need to vent. I have to think one would have a lot less complaints if one were to take a little extra time up front and let them speak. It will leave the client with the feeling that one cared rather than that they were rushed and made to feel “less than”. A complaint later in the claim will cost a lot more time and grief than a few minutes up front.
I think Anejo and Todd are both correct. Empathy is important, but it’s nice when the claimant/insured sticks to teh relevant facts. Many time though, they don’t know what we consider relevant.
When I was in college, I worked for the Sears parts department. Imagine every single customer coming in the door is there because something they purchased at Sears broke and they have to spend money for a part to fix it. Yow! I got an earful every day. But like a claims adjuster, you learn to listen and help steer the conversation to a productive conclusion.
My Dad worked at Sears parts departments in CA until a heart attacked retired him in the late 70’s
I “liked” but not the heart attack part.
Thanks
Great, attorneys “helping” consumers file claims
Just what everyone needs is MORE attorneys…
Since when is it bad when consumers are advised of their legal rights?
Insurance adjusters handle claims every day and they know the rules. Consumers generally don’t. What’s wrong with advice on how to handle a claim?
Yes, this is terrible advice they are being given….like “be sure to report your claim in a timely manner,” and “you will need to cooperate with your insurance company.”
What’s wrong with a level playng field? Insurance companies have attorneys giving them advice all the time, so why shouldn’t consumers?
I have often found that speaking to an attorney can make an unreasonable client more reasonable. Attorneys don’t want to waste their time, and will advise a claimant if the client is unrealistic.
I’m sure the advice was written for people who called an 800 number to buy their insurance since anyone with a professional agent already has an advocate to help them through the claims process and if they are insured with Allstate, they’ll be satisfied with every aspect of the claims process or they get a refund of their premium.
One word comes to mind everytime I see those “hands”… cough
Good points its a fine balance between empathy and hearing alot of non-relevant info. And yes, the claim dept is uphill from the get go usually – kind of like airline reps who work in the baggage office -nobody ever goes in saying “hey, my bag arrived with me, just wanted to say thanks” (well, this joker has done that, usually making that person’s day!)
I am all for policy holders obtaing knowledge of the claims process. As Jeff says, sometimes their knowledge will put a hault to pointless arguments/debate. Sometimes hearing the same thing from a different mouth is all it takes to correct the argument. That being said, I did feel that there were helpful things in this article, but I also feel that this article makes policy holders think that their insurance company is out to get them. Maybe that is the case somewhere, but give an adjuster some credit. I am not one myself, but they have a very difficult position to fill and most adjusters are looking to do as right by their Policy Holder as they can. After all, who wants to deal with an angry customer?