Be More Demanding On Claims Service, RMs Urged

To The Editor:

Please convey to Cathy Divodi my congratulations for pointing out the obvious failing of the insurance industry when it comes to claims handling. (See “Poorly-Trained Adjusters Burden RMs,” May 13, page 22). It appears to be the consensus of insurance professionals that claims departments at major insurers have been decimated.

I disagree, however, with Ms. Divodis suggestion that risk managers should use brokers who have claims consultants who can take over the task of getting claims service from insurers inadequately trained and inexperienced claims people.

What risk managers need to do is insist on buying insurance from insurers that have an adequately trained and experienced claims staff. Buying insurance from an insurer with poorly-trained and inexperienced adjusters is like buying a car without a motor, or using an accountant who cant add (even with a calculator), or a lawyer who cant read.

The reason there are poorly trained and inexperienced adjusters burdening risk managers is because risk managers keep buying insurance from the insurers who do not provide good claims service.

If you are doing this because it is easy to take advantage of a “poorly trained” or inexperienced claims person, then dont complain about the service. If you are doing so because “it has always been done that way,” or because “they are the least expensive,” you deserve what you get.

Before agreeing to insure with an insurer, meet with the claims manager and the staff who will service you. Dont complain if service is not up to your standards–move your business to an insurer that can service you properly.

Barry Zalma
Barry Zalma, Inc.
Culver City, Calif.

Reproduced from National Underwriter Property & Casualty/Risk & Benefits Management Edition, June 3, 2002. Copyright 2002 by The National Underwriter Company in the serial publication. All rights reserved.Copyright in this article as an independent work may be held by the author.

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Be More Demanding On Claims Service, RMs Urged

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