--- title: Who is the Customer? - InsNerds.com description: 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 image: https://insnerds.com/hubfs/Imported_Blog_Media/8f68cd3621c1ed82d89a91aeb3747462-Jan-03-2025-12-59-48-3153-AM.jpeg --- 2 min read # Who is the Customer? [ John Bachmann ](https://insnerds.com/insights/author/john-bachmann) : Mar 27, 2019 12:00:00 AM [cx](https://insnerds.com/insights/tag/cx) [story telling](https://insnerds.com/insights/tag/story-telling) [The Nerdery](https://insnerds.com/insights/tag/the-nerdery) [adjuster life](https://insnerds.com/insights/tag/adjuster-life) [insurance vlog](https://insnerds.com/insights/tag/insurance-vlog) [claims life](https://insnerds.com/insights/tag/claims-life) [The Insurance Nerdery](https://insnerds.com/insights/tag/the-insurance-nerdery) [insurance life](https://insnerds.com/insights/tag/insurance-life) [cx fanboy](https://insnerds.com/insights/tag/cx-fanboy) [customer experience](https://insnerds.com/insights/tag/customer-experience) [Claims](https://insnerds.com/insights/tag/claims) [insurance vlogging](https://insnerds.com/insights/tag/insurance-vlogging) [Video](https://insnerds.com/insights/tag/video) ![Who is the Customer?](https://insnerds.com/hubfs/Imported_Blog_Media/8f68cd3621c1ed82d89a91aeb3747462-Jan-03-2025-12-59-48-3153-AM.jpeg) 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](https://www.youtube.com/c/TheInsuranceNerdery), 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! ![](https://insnerds.com/hs-fs/hubfs/Imported_Blog_Media/8f68cd3621c1ed82d89a91aeb3747462-Jan-03-2025-12-59-48-3153-AM.jpeg?width=100&height=100&name=8f68cd3621c1ed82d89a91aeb3747462-Jan-03-2025-12-59-48-3153-AM.jpeg) ![](https://insnerds.com/hs-fs/hubfs/Imported_Blog_Media/8f68cd3621c1ed82d89a91aeb3747462-Jan-03-2025-12-59-48-3153-AM.jpeg?width=100&height=100&name=8f68cd3621c1ed82d89a91aeb3747462-Jan-03-2025-12-59-48-3153-AM.jpeg) ### 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. - [![](https://insnerds.com/hubfs/Imported_Blog_Media/twitter-Jan-03-2025-01-03-08-6059-AM.png) ![](https://insnerds.com/hubfs/Imported_Blog_Media/twitter-Jan-03-2025-01-03-08-6059-AM.png) ](https://twitter.com/johnbachmann80) - [![](https://insnerds.com/hubfs/Imported_Blog_Media/facebook-Jan-03-2025-01-03-08-9496-AM.png) ![](https://insnerds.com/hubfs/Imported_Blog_Media/facebook-Jan-03-2025-01-03-08-9496-AM.png) ](https://www.facebook.com/john.bachmann1) - [![](https://insnerds.com/hubfs/Imported_Blog_Media/linkedin-Jan-03-2025-01-03-10-8430-AM.png) ![](https://insnerds.com/hubfs/Imported_Blog_Media/linkedin-Jan-03-2025-01-03-10-8430-AM.png) ](http://www.linkedin.com/in/john-bachmann) ![](https://insnerds.com/hs-fs/hubfs/Imported_Blog_Media/8f68cd3621c1ed82d89a91aeb3747462-Jan-03-2025-12-59-48-1314-AM.jpeg?width=150&height=150&name=8f68cd3621c1ed82d89a91aeb3747462-Jan-03-2025-12-59-48-1314-AM.jpeg) ![](https://insnerds.com/hs-fs/hubfs/Imported_Blog_Media/8f68cd3621c1ed82d89a91aeb3747462-Jan-03-2025-12-59-48-1314-AM.jpeg?width=150&height=150&name=8f68cd3621c1ed82d89a91aeb3747462-Jan-03-2025-12-59-48-1314-AM.jpeg) ##### [ John Bachmann](https://insnerds.com/author/john-bachmann/) + posts 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. ### Related Posts - [Does More Money Equal a Better CX?](https://insnerds.com/does-more-money-equal-better-cx/) Spoiler Alert:  I don’t think paying more money on a Claim ensures a great experience.… - [You Don’t Need Soft Skills in Claims](https://insnerds.com/you-dont-need-soft-skills-in-claims/) Sure you need technical skills to succeed in Claims, but interpersonal skills are key. But… - [![](https://insnerds.com/hs-fs/hubfs/Imported_Blog_Media/big0545202019_jpg_jpg_CROP__promo-xlarge2_jpg-150x150-3.jpg?width=150&height=150&name=big0545202019_jpg_jpg_CROP__promo-xlarge2_jpg-150x150-3.jpg) ![](https://insnerds.com/hs-fs/hubfs/Imported_Blog_Media/big0545202019_jpg_jpg_CROP__promo-xlarge2_jpg-150x150-3.jpg?width=150&height=150&name=big0545202019_jpg_jpg_CROP__promo-xlarge2_jpg-150x150-3.jpg) ](https://insnerds.com/brian-why-i-love-insurance/) [Why I Love Insurance - Brian's Story](https://insnerds.com/brian-why-i-love-insurance/) My insurance careers reads like a Dr. Seuss book…”Oh, the Places You’ll Go!”  I started… [**Share](https://www.linkedin.com/cws/share?url=https%3A%2F%2Finsnerds.com%2Fwho-is-the-customer%2F%3Futm_source%3Dlinkedin%26utm_medium%3Dsocial%26utm_campaign%3DSocialWarfare) [**Tweet](https://twitter.com/intent/tweet?text=Who+is+the+Customer%3F&url=https%3A%2F%2Finsnerds.com%2Fwho-is-the-customer%2F%3Futm_source%3Dtwitter%26utm_medium%3Dsocial%26utm_campaign%3DSocialWarfare&via=InsNerds) [**Share](https://www.facebook.com/share.php?u=https%3A%2F%2Finsnerds.com%2Fwho-is-the-customer%2F%3Futm_source%3Dfacebook%26utm_medium%3Dsocial%26utm_campaign%3DSocialWarfare) [**Reddit](https://www.reddit.com/submit?url=https%3A%2F%2Finsnerds.com%2Fwho-is-the-customer%2F%3Futm_source%3Dreddit%26utm_medium%3Dsocial%26utm_campaign%3DSocialWarfare) [**Email](mailto:?subject=Who%20is%20the%20Customer%3F&body=Customer%20Service%2C%20Customer%20Care%2C%20Customer%20Experience.%20We%20all%20talk%20about%20these%20topics%20on%20a%20regular%20basis.%C2%A0%20So%20answering%20the%20question%20of%20%E2%80%9CWho%20is%20the%20Customer%3F%E2%80%9D%20should%20be%20easy%2C%20right%3F%20The%20obvious%20answer%20would%20be%20an%20insured.%C2%A0%20A%20policy%20holder.%20Alright%2C%20I%E2%80%99ll%20give%20you%20that.%20But%20Claims%20folks%20deal%20with%20a%20number%20of%20different%20people%20on%0D%0A%0D%0ARead%20More%20Here:%20%20https%3A%2F%2Finsnerds.com%2Fwho-is-the-customer%2F%3Futm_source%3Demail%26utm_medium%3Dsocial%26utm_campaign%3DSocialWarfare) [![Does More Money Equal a Better CX?](https://insnerds.com/hubfs/Imported_Blog_Media/8f68cd3621c1ed82d89a91aeb3747462-Jan-03-2025-01-42-02-0591-AM.jpeg) ](https://insnerds.com/insights/does-more-money-equal-better-cx) 2 min read #### [Does More Money Equal a Better CX?](https://insnerds.com/insights/does-more-money-equal-better-cx) [John Bachmann](https://insnerds.com/insights/author/john-bachmann) : Mar 13, 2019 12:00:00 AM Does More Money Equal a Better CX? by John Bachmann Spoiler Alert: I don’t think paying more money on a Claim ensures a great experience. After... [cx](https://insnerds.com/insights/tag/cx) [The Nerdery](https://insnerds.com/insights/tag/the-nerdery) [adjuster life](https://insnerds.com/insights/tag/adjuster-life) [insurance vlog](https://insnerds.com/insights/tag/insurance-vlog) [claims life](https://insnerds.com/insights/tag/claims-life) [The Insurance Nerdery](https://insnerds.com/insights/tag/the-insurance-nerdery) [insurance life](https://insnerds.com/insights/tag/insurance-life) [cx fanboy](https://insnerds.com/insights/tag/cx-fanboy) [customer experience](https://insnerds.com/insights/tag/customer-experience) [Claims](https://insnerds.com/insights/tag/claims) [insurance vlogging](https://insnerds.com/insights/tag/insurance-vlogging) [Video](https://insnerds.com/insights/tag/video) [Read More](https://insnerds.com/insights/does-more-money-equal-better-cx) [![Adjusters Shouldn’t Answer the Phone](https://insnerds.com/hubfs/Imported_Blog_Media/8f68cd3621c1ed82d89a91aeb3747462-Jan-03-2025-01-45-46-9260-AM.jpeg) ](https://insnerds.com/insights/adjusters-shouldnt-answer-the-phone) 2 min read #### [Adjusters Shouldn’t Answer the Phone](https://insnerds.com/insights/adjusters-shouldnt-answer-the-phone) [John Bachmann](https://insnerds.com/insights/author/john-bachmann) : Jul 17, 2019 12:00:00 AM Adjusters Shouldn’t Answer the Phone by John Bachmann I was tagged in a LinkedIn post the other day where the individual was talking about what... [adjuster](https://insnerds.com/insights/tag/adjuster) [story telling](https://insnerds.com/insights/tag/story-telling) [The Nerdery](https://insnerds.com/insights/tag/the-nerdery) [adjuster life](https://insnerds.com/insights/tag/adjuster-life) [insurance vlog](https://insnerds.com/insights/tag/insurance-vlog) [claims life](https://insnerds.com/insights/tag/claims-life) [The Insurance Nerdery](https://insnerds.com/insights/tag/the-insurance-nerdery) [insurance life](https://insnerds.com/insights/tag/insurance-life) [Claims](https://insnerds.com/insights/tag/claims) [insurance vlogging](https://insnerds.com/insights/tag/insurance-vlogging) [insurance](https://insnerds.com/insights/tag/insurance) [Video](https://insnerds.com/insights/tag/video) [Read More](https://insnerds.com/insights/adjusters-shouldnt-answer-the-phone) [![What is an Insurance Nerd?](https://insnerds.com/hubfs/Imported_Blog_Media/8f68cd3621c1ed82d89a91aeb3747462-Jan-03-2025-01-10-33-0613-AM.jpeg) ](https://insnerds.com/insights/what-is-an-insurance-nerd) 2 min read #### [What is an Insurance Nerd?](https://insnerds.com/insights/what-is-an-insurance-nerd) [John Bachmann](https://insnerds.com/insights/author/john-bachmann) : Aug 14, 2019 12:00:00 AM What is an Insurance Nerd? by John Bachmann To be honest, I can’t believe we haven’t answered this age-old question. What is an Insurance... [adjuster](https://insnerds.com/insights/tag/adjuster) [story telling](https://insnerds.com/insights/tag/story-telling) [The Nerdery](https://insnerds.com/insights/tag/the-nerdery) [adjuster life](https://insnerds.com/insights/tag/adjuster-life) [insurance vlog](https://insnerds.com/insights/tag/insurance-vlog) [claims life](https://insnerds.com/insights/tag/claims-life) [#5amclubins](https://insnerds.com/insights/tag/5amclubins) [insurance nerds](https://insnerds.com/insights/tag/insurance-nerds) [The Insurance Nerdery](https://insnerds.com/insights/tag/the-insurance-nerdery) [insurance life](https://insnerds.com/insights/tag/insurance-life) [Claims](https://insnerds.com/insights/tag/claims) [insurance vlogging](https://insnerds.com/insights/tag/insurance-vlogging) [insurance](https://insnerds.com/insights/tag/insurance) [Video](https://insnerds.com/insights/tag/video) [Why I Love Insurance](https://insnerds.com/insights/tag/why-i-love-insurance) [insnerds](https://insnerds.com/insights/tag/insnerds) [Read More](https://insnerds.com/insights/what-is-an-insurance-nerd) ![](https://px.ads.linkedin.com/collect/?pid=7110236&fmt=gif) ```json { "@context" : "https://schema.org", "@type" : "BlogPosting", "author" : { "@type" : "Person", "name" : "John Bachmann", "url" : "https://insnerds.com/insights/author/john-bachmann" }, "dateModified" : "2025-01-03T01:04:40.576Z", "datePublished" : "2019-03-27T04:00:00.000Z", "headline" : "Who is the Customer? - InsNerds.com", "image" : [ "https://insnerds.com/hubfs/Imported_Blog_Media/8f68cd3621c1ed82d89a91aeb3747462-Jan-03-2025-12-59-48-3153-AM.jpeg" ], "mainEntityOfPage" : { "@id" : "https://insnerds.com/insights/who-is-the-customer", "@type" : "WebPage" }, "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://insnerds.com/hubfs/InsNerds%20Large%20print%20quality.png" }, "name" : "Insurance Nerds" } } ```