Adjusters Shouldn’t Answer the Phone

I was tagged in a LinkedIn post the other day where the individual was talking about what they saw as the most common complaint in Claims:

I can never reach my adjuster

Or

My adjuster never answers the phone

Well I know I’ve heard that many times throughout my career as well. But I think I may shock you when I say, Adjusters shouldn’t answer the phone.

Hey, take it easy…you haven’t even watched the video yet to see why I say that.

After you watch this episode of The Insurance Nerdery, I think you’ll agree with me. And so will Carl Van, Bob Lessard, Mathew Allen, Adam Painter & Chris Stanley.

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.

Ownership: It Is My Problem

Recently, I was preparing a speech to a graduating class from the IAPath certification program. One of the topics I was touching on was Ownership.

Ironically enough, I had some travel difficulties the day before the speech when heading to Accelerate powered by NetVU.

My experience could have dramatically changed had the individual I dealt with took a page from The Disney Institute.

The Disney Institute has a core principle that says:

It’s not your fault, but it is your problem

Sure we encounter all kinds of situations where someone else’s actions put us in a tricky spot. But how we respond to that situation makes all the difference to your customer and their experience.

We jump into my funky travel, meet up with Amber (not really), and talk about how my experience could have changed with a slight tweak, in this episode of The Insurance Nerdery.

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!