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.

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.