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.

“Rating” New Policy Language – Yea or Nay

The discussion of insurance innovation is often centered around InsurTech and the newest tools and algorithms designed to take the industry into its next evolution. The quieter and slightly less glamorous evolution of policy language, however, is also a critical component of innovation and adaption. In this episode of The Insurance Nerdery, Amber shares her … Read more

I Thought I Knew Gamma Iota Sigma


 

February is Insurance Careers Month.

So, it’s only fitting we talk about an organization helping the next generations of insurance professionals.

Going into it, I knew that Gamma Iota Sigma was an amazing organization for risk management students.

But following a conversation I had with their CEO, Noelle Codispoti, I realized I had a lot to learn.  Not only about the organization and the students, but what we can do to help with their mission.

In this episode of The Insurance Nerdery, we learn a bit about Gamma Iota Sigma’s mission and something that those of us in the industry can do.

Spoiler Alert:  we may have already started talking about it…and I’ve already seen some folks taking me up on a challenge I threw down.

2018 Lookback – Personal Auto

What makes an insurance year profitable?

Early reports are showing a strong performance for Personal Lines Auto in 2018.

From pricing to technology to claim settlement, there were a number of strong wins for the industry as well as some trends that threaten the gold standard of insurance measurement – the infamous combined ratio.

In this episode of the Insurance Nerdery, Amber takes a look back at Personal Auto to uncover what made 2018 profitable and what could derail its profitability in 2019.

Also included is an easy 3-step plan to profitability, guaranteed to work for every organization!*

*not actually easy, 3 steps, or guaranteed