The One With Bill Wilson

We’ve all heard that there’s a perception problem in insurance.

Well even within insurance there are perceptions that can be improved. 

I know there are people that when they hear “Claims” they automatically think, they’re going to try and deny. 

And from the other side, the mere mention of “Bill Wilson” sends shivers up the spine, as he’ll try to get EVERYTHING covered.

So when Bill was giving a couple of presentations at the IIARI Annual Convention, I knew we had to sit down and chat.

I was able to capture some of our conversation in this episode of The Insurance Nerdery.

A Brief Interview With Andreas Kleiner, CEO of American Modern Insurance Group (Connected Claims 2019 Conference Speaker)

As part of the Connected Claims conference being hosted by Insurance Nexus, we have been conducting a series of brief interviews with speakers and/or presenters from this conference. In the third and final in the series, we asked Andreas Kleiner, CEO of American Modern Insurance Group, about his work and session at Connected Claims. (Insurance … Read more

Do We Deserve A Boo!?

It’s easy to think we’re doing everything right when we stay in the safety of our nest.

Sometimes we need to speak to the “other side” to see what is actually going on.

Or maybe we need somebody to boo us so that we take a step back.

We may not get all the warm & fuzzies when we announce we’ve spent our insurance lives in Claims.

It seems strange to me, because the focus of the organizations I’ve worked for have put a major emphasis on the experience of Claims customers. But I do know that’s not always the case.

After spending time with agents at the Hawksoft User Group Conference and IIANC’s InsurEXPO19, I share a couple of thoughts on this topic in this episode of The Insurance Nerdery.

Who is the Customer?

 

Customer Service, Customer Care, Customer Experience.

We all talk about these topics on a regular basis.  So answering the question of “Who is the Customer?” should be easy, right?

The obvious answer would be an insured.  A policy holder.

Alright, I’ll give you that.

But Claims folks deal with a number of different people on any given claim.  Is the insured the only person that is our customer? 

In this episode of The Insurance Nerdery, I challenge you Claims Pros. Because you know me, I don’t want to stop at the easy answer. 

Let’s level up our Claims Customer Experience!

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.