The Vowels of an Ultimate Claims Experience – O = Ownership

As we continue going through the Vowels of an Ultimate Claims Experience, I’ve touched on a previous video talking about the “O”


During a trip to Cincinnati, I was preparing a speech to a graduating class from the IAPath certification program.  One of the topics I was touching on was this exact thing.

Ironically enough, I had some issues with my travel the day before the speech. 

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

Yes, in claims we deal with all kinds of situations where someone else’s actions put us in a tough spot.  But how we respond to that situation makes all the difference.  And that could be a huge difference for your customer and their experience. 

I let you in on my misfortune during this trip and talk about how my experience could have changed with a slight tweak, in this episode of The Insurance Nerdery.

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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