A Smooth Claims Experience Starts with Appropriate Customer Expectations

By Stephanie K. Jones | June 18, 2014

  • June 19, 2014 at 11:59 am
    Jason Rankin says:
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    I agree it is always better to under-promise and over-deliver.

  • June 19, 2014 at 4:21 pm
    Libby says:
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    I thought this was just common sense! Of course you have to set expectations. In this world now of instant everything, you need to let the client know what to expect. Otherwise, they report the claim at 10:00 and are calling at 2:00 to say they haven’t heard from anyone.

    Also, give them something to do in the meantime so they feel the claim is moving forward. Get an estimate, the police report, clean up contractor, etc. Of course you give them the choice of doing this, but usually they will do it.



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