“Oh I’ve, been smiling lately, dreaming about the world as one. And I believe it could be, someday it’s going to come.” – Cat Stevens
I’m aware that there are plenty of articles about good claims practices in the claims world. I would like to take a different approach to all of the studies and the data that has been compiled, and provide a different approach based on my observations of the truly outstanding claims organizations that I’ve had the opportunity to work with.
I once got into a bit of an argument about that answer with a claims executive who was very proud of his company’s survey results. Their retention rate was not that great, but their customer service scores were really terrific. Here is a summary of the disagreement:
Executive: “Our survey scores tell us we have great customer service, so that is really all I need to know.”
The next question I ask is, “Well, what is your goal for retention rate? Do you know what that is?” Not surprisingly I get a number of different guesses, but that is all they are—guesses. Of the companies that I deal with, the very best claims organizations have employees that know why they’re great, and they all have the same reasoning. They also know where they stand, and where they are going. Employees have some stated goals for what they are trying to achieve, and everyone knows them. The goals aren’t kept a secret, because after all, how would it be possible to motivate people with a goal if they don’t even know what that goal is?