The Vowels of an Ultimate Claims Experience – I = individuality

We’ve talked about Anticipation.  We’ve talked about Expectation.

This week we hit up Individuality as we continue on our journey of an Ultimate Claims Experience.

We touched on it in the last couple of videos.  Claims professionals could end up handling thousands of claims through a career. 

This could be dangerous if we go claim to claim or policy to policy.

We need to think about the specific needs for THIS customer. 

Yes, the Golden Rule says treat others as we would be treated.  But that doesn’t mean that’s how we should treat THIS customer.

The Vowels of an Ultimate Claims Experience – E = Expectation

As we continue on with the Vowels of an Ultimate Claims Experience, this week we chat about the big “E”

And for you NASCAR fans out there, we’re not talking about Dale Earnhardt.

We’re talking about Expectations.

I truly believe that expectation setting will be the most important vowel we’ll talk about.

If we do it well, we have all of the control.

If we don’t do it or don’t do it well, we have zero control.

There are a few things we do need to keep in mind when setting a customer’s expectations.  So let’s jump into those in this episode of The Insurance Nerdery.

The Vowels of an Ultimate Claims Experience – A = Anticipation

In a previous video about ownership, I mentioned a talk I was giving to graduates of the IA Path program.  That talk centered around what I dubbed The Vowels of an Ultimate Claims Experience. 

But I only touched on one of those vowels.  So with my next few videos, I’m going to be going through the rest of the Vowels.

This week, the Insurance Nerdery jumps into the A:  Anticipation.

As a Claims adjuster, you may handle thousands and thousands of Claims over the course of a career.

This could do two things to us.  First, it may force us down a path of going through the motions.  Obviously, this is bad. 

Second and more importantly, it can give us the experience to recognize the hurdles and pitfalls our customers may face. 

We can then use this insight to help our customers navigate the waters of the Claim process.

How Did The Passion Start?

Sure, you see me now and you see passion for a life in and around insurance.  But it wasn’t always this way.

Initially I just had a job that equaled a paycheck.  It wasn’t even a career at that point.  Never mind a “calling.”

We all have a back story to how we became so passionate.  How we became Insurance Nerds.  Hell, if I wore a red blazer with a Superman t-shirt, it might be called an Origin Story.

In this episode of The Insurance Nerdery, I share a story about the claim that changed my life.  Even this many years later, it is still emotional speaking about.

I’d love to hear your story as well.  When did the passion start for you?

How To Tell Your Story Creatively?

Last month I wrote an article for Insurance Nerds titled Do Your Employees Know Your Story? The feedback that I got on it was tremendous, and I thought I would follow up this month by providing some advice about how to tell your story creatively. I believe that every company should do away with a … Read more