In this eight-part series, Carl Van shares his thoughts on thecharacteristics of the awesome adjuster. The series is to serve asa sort of road map for those interested in knowing what it takes tobe among the top in their field.

Very often, insurance companies are divided into two groups.There is the claim department, and then there is everybody who isnot in claims. In any insurance company, claim operations tend tobe islands unto themselves. While this may not be right, claims isa completely different world than the rest of the company. For thatreason, claim operations need customer service statements.

A customer service statement is not a mission statement. It doesnot spell out a goal to be achieved. A customer service statementis a philosophy of sorts, a guiding principle, that tells anyonewho wants to know how we, as claim people, would like to do ourjobs.

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