The One With Steve Harvill, Jim Halpert and Shakira!?

If you’ve ever seen one of my videos, you have most certainly heard me talking about this.

Telling our stories.

Talking about all the great things, not only across insurance, but specifically in Claims.

All too often Claims gets a tough reputation.  But it’s not because we haven’t done our part to help so many folks through some of their toughest times.

No.

It’s because the people that tend to share their experiences are the people that have had a less than ideal experience.

So why can’t we do our part to better control the way people perceive us?  And talk about all of the great things we see day in and day out in our roles.

To help us take up this journey during this episode of The Insurance Nerdery, I bring in my friends Steve Harvill of Creative Ventures, Jim Halpert of Dunder Mifflin Paper Company, and Shakira of…well, she’s Shakira, isn’t that enough?

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 Rob Galbraith

I happened to catch The Most Interesting Man in Insurance in the insurance wild.  He was releasing his book, The End of Insurance As We Know It, at the Insurance Library Association of Boston.

While on my insurance safari, Rob Galbraith spoke with Nick Lamparelli about some major themes in his book.  Then he opened to the audience for any questions.

During audience participation, Dan Findley of the Andover Companies showed that even carriers that have centuries of experience are looking to the future when he asked Rob:

What should incumbent carriers be thinking (read:  worried about) when it comes to new insurtechs entering the marketplace?

Rob gives us a couple of non-insurance examples in his response.  And you’ll be surprised when he says the time to worry is not when the insurtechs are doing what the carriers are doing.  But something else.

We were able to capture this moment of the Q & A in this episode of The Insurance Nerdery.

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.