Does More Money Equal a Better CX?

 

Spoiler Alert:  I don’t think paying more money on a Claim ensures a great experience.

After appearing on a podcast with my good friend Joey Giangola, another friend in the industry asked me where was my line for paying more money to ensure a great customer experience.

If we think cash is the only difference, we are definitely selling our Claims folks and our Customers short.

We jump into this discussion in this episode of The Insurance Nerdery.

You Don’t Need Soft Skills in Claims

 

Sure you need technical skills to succeed in Claims, but interpersonal skills are key.

But John, your title says we don’t need soft skills!

I stand by the title.

Recently I saw a clip of Claude Silver speaking on LinkedIn.  Claude is the Chief Heart Officer of Gary Vaynerchuk’s VaynerMedia.  She was talking about how calling them “soft skills” is so debilitating.

These are some of the most difficult skills we’ll ever use.  Not only that, but they are necessary to our success. 

Not just in Claims or Insurance.  But in life.

So here and now, we’re not calling them soft skills any more.  We’ll call them hard skills or necessary skills.

I give you a glimpse of the three skills that I believe are the difference between good Claims professionals and the Superstars in this episode of The Insurance Nerdery.

WC and Marijuana Legalization Part 8: What impacts will state or federal legalization have on Medicare-set-Asides?

This is the eighth in a multi-part series on the effects of the ongoing legalization of marijuana in the worker’s compensation insurance ecosystem. In case you missed them here’s part one, part two, part three, part four, part five, part six and part seven. This series is being ran in preparation for a panel on “Legalization of Marijuana and the Impaired Workforce” that … Read more

WC and Marijuana Part 7: For states with an integration of workers’ compensation and medical marijuana programs, what additional costs should insurers cover beyond the drug itself?

This is the seventh in a multi-part series on the effects of the ongoing legalization of marijuana in the worker’s compensation insurance ecosystem. In case you missed them here’s part one, part two, part three, part four, part five and part six. This series is being ran in preparation for a panel on “Legalization of Marijuana and the Impaired Workforce” that … Read more

What Is An Independent Adjuster – Part 2

What is an Independent Adjuster: Part 2 (an exclusive excerpt from the Independent Adjuster’s Playbook you can find part 1 by clicking HERE.)   The Four Core Functions of an Independent Adjuster So, what does a day in the life of an independent adjuster actually look like? This question can be a little bit harder … Read more