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Celebrity chef, humanitarian and World Central Kitchen founder José Andrés has said, "Without empathy, nothing works." Empathy is the quality of recognizing, understanding and sharing the thoughts and feelings of others. It's a powerful force for connecting and doing good in the world, and it can be equally impactful when applied to the insurance claims process.
Every claim represents an opportunity for insurers to demonstrate they are listening and care about their customers. Remember, the policyholder has just suffered a loss. It may be one of the worst days of their life. Even if it's just a minor accident, the insured is likely anxious and uncertain about the claims process and in need of reassurance that they will receive fair and efficient service.
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