It's been said that people love to hate insurance companies. Claim handlers have become so familiar with customer complaints that many feel they are unavoidable. That's not necessarily true, though. There are steps adjusters can take to either respond to a complaining customer or to avoid such complaints altogether.
What to Say, How to Say It
Communication breakdowns, which can lead to allegations of unfair claim practices, can often be avoided when claim handlers take the time to communicate with claimants and policyholders alike. But just as important is the way communication takes place. Statistics show that when communication is lacking or when the body language does not match the verbiage, customer service can quickly deteriorate.
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