Agents Walk Claims Tightrope For Clients

Honest communication and remaining the advocate for the customer are the best ways for producers to handle any conflict between clients with claims against insurers, independent agents suggest.

The primary role of any independent agent, they said, is to make sure the customer is being treated fairly by the insurer. However, it is equally important, agents contend, to make sure the agency maintains its reputation for integrity with its carriers.

“We do not walk much of a tightrope,” explained Karen Oxman, vice president of Gelfand Newman Wasserman in Los Angeles. “There are times where we may disagree with the company, but my goal is that if the insurance company is being unfair to my client it is taken care of. I dont think [that thinking] jeopardizes my relationship with the carrier.”

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