Adjusters: How Not To Drive Away Clients

Most insurance companies spend quite a bit of money on attracting a customer, yet when the truth be told, few do much to hold onto that customer. Although this is true for agents, underwriting, customer service and claims across the board, Id like to address just claims for now.

Twenty-five percent of the people who leave an insurance company after a claim leave because of some disagreement on the amount paid, or a concern of a rate increase. Seventy-five percent will leave because of the way they were treated in the claims process.

As we travel the country doing our “Awesome Claims Customer Service” class for various insurers (there is a separate class for agents, and yet another for underwriters), we have an opportunity to do a great deal of research as well. It is clear that many claims people do not make the connection between providing great customer service and making their jobs easier. Much worse than that, most do not really believe it should be their concern whether a customer stays.

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