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.

About John Bachmann

Helping People Help People - that's John's true passion. 
As a Claims Leader in the insurance industry, he was able to live that passion through mentoring and coaching licensed insurance adjusters so that they were prepared to help customers and claimants through their most difficult experiences. He has been fortunate enough to lead award-winning teams of insurance professionals as well has been able to lead and participate in cross-functional capacities focusing on the improvement of the Customer Experience.
 He is currently on a mission to help improve upon the relationships between Carriers, Agencies, and Clients so that the Customer wins. He has been referred to as an "Insurance Nerd", "Claims Guy", and "Customer Experience Fan Boy" - and when asked John says he would have to agree! John also co-hosts "The Insurance Nerdery, an Insurance Nerds Production" which provides commentary about the insurance industry.

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