Not a day that goes by that we don't hear news of layoffs,downsizing, bankruptcies, the stock market's downturn, and thedismal state of the housing market. With the unemployment rate atover 9.5 percent, we all know friends or family members who havelost their jobs, homes, investments, and -- in some cases -- lifesavings. One cannot help but wonder, "Am I next?"

The mere thought of being unemployed is stressful. The insuranceindustry has been faring relatively well; however, it suffered itsworst first quarter in 20 years. Combine this news with the overallfeeling of vulnerability and the stress of being in claims, and youhave employees feeling the pressure. While claims may not be viewedas the most stressful job, I believe we can all agree that it is upthere. After all, we are dealing with those who have suffered avery real loss, whether it is a family member, a home, or acar.

Although there are signs the economy is getting better,unemployment is not expected to improve until sometime in 2010, andit remains a topic of conversation wherever one goes. I believe itis the perfect time for us all to revisit what constitutes successand how to be successful. How can you make a difference to theinsurance company for which you work? More than ever, now is thetime to "deliver." This means delivering service that exceedscustomers' expectations, and favorably impacts your company'sbottom line. Remember that renewal business is much more profitablethan new business. Let's take a look at what differences you canmake and add value to what you do each and every day.

Enhancing Customer Service

Customers can now report claims via telephone, e-mail, fax,Internet, and even iPhones. With all of this technology available,most customers still pick up the phone and dial the claims customerservice center to report a loss.

Typically customer service representatives take the First Noticeof Loss (FNOL). In most cases, they are the first point of contactafter the customer suffers a loss. This is such a critical time, asthe customer's impression of the company can be made in the first30 seconds. Did you answer the phone with a caring voice or diveright into details, asking for the policy number first? Were youable to show compassion and really listen to the policyholder priorto asking for the details of the loss? Were you able to gather allof the necessary information?

When the customer hangs up, ask yourself if you would you feelgood about the company if you in their proverbial shoes. Were youtreated fairly? Could they see the smile and compassion on yourface? Could they feel the empathy in your voice? Did they know youwere there to help them? You were probably the first person theycalled. How did you do?

Once the claim is filed, the next person to have direct contactwith the customer is the adjuster. Whether inside or working as anindependent, the adjuster often has the most difficult job. Afterall, the adjuster may need to tell the customer that a loss is notcovered. How you approach the process from the beginning will playa key role in how the customer reacts to any news you relay.Establish a positive relationship with the customer from thebeginning, and maintain the customer's trust throughout theprocess. In the end, your news, whether good or bad, will be betterreceived.

Build the customer's trust by following through on thecommitments you made. Communicate in a proactive and thorough way.In the beginning, take the time to walk them through the variousstages of the process so they understand and will not befrustrated. When you say you will call them back or dosomething...do it. Remember that most complaints occur because of alack of communication or follow-up as promised. It is ultimatelyyour responsibility to ensure that you pay what you owe and thusdeliver on the promise of the insurance contract.

Loss Recovery

Subrogation and salvage plays a key role in the success of thecompany. This area's performance has a direct impact on thecompany's profitability. Every loss has a cause. If you lackedinsurance and lost your home in a fire because of a faultyappliance, what would you do? Would you pursue the manufacturer toattempt to recover your losses? I think we all know the answer: Ofcourse you would vigorously pursue those that may be legally liablefor your loss. Many companies struggle with subrogation and salvagerecovery as many employees consider the claim closed once paymentis made and the necessary closing documents have been sent to theappropriate parties. After all, a closed claim is a good claim.

Look for ways to help your company and, ultimately, yourself.Take this process personally. If there is a potential forsubrogation and/or salvage, then make it personal. After all, it isyour company's money. Investigate the claim properly and do notclose it until you have all of the necessary information. If everyclaim employee were to be committed to the subrogation and salvageprocess, then results would improve drastically and impact thebottom line.

Leadership

Most leaders were promoted to a management position because theywere proficient adjusters and demonstrated leadership qualities.Let's focus on front-line managers and how critical their role isto the success of the company through delivering results, service,and motivating their employees.

There is no question the leadership team wears many hats in aclaim department -- from handling personnel issues and reviewingfiles to approving payments, hiring, working with vendors, andformulating strategies. You too may be feeling the pressure of theeconomy and the effects of juggling different hats. No matter howdifficult things may seem, you must try to project a positiveattitude when interacting with everyone. Your attitude is just asimportant as that of yours staff. The attitude your team displaysto their co-workers and customers is a reflection of yourleadership.

Employees who like and respect a manager will produce betterresults in all aspects of an organization. Your ability tocommunicate the company's goals and direction will dictate yoursuccess or failure both as a department and an organization. If youtalk down to your staff, then will they in turn talk down to thecustomer.

The way you speak to an employee should demonstrate the samecompassion and respect you want from them. Employees are motivatedby the manager who is part of the team, and who is directlyconnected with their successes, failures, and opportunities.

Mangers that excel take the time to effectively communicate withtheir employees. They show interest in who they are, what they aredoing, and their goals. They are compassionate, yet understandtheir role as a leader in the organization.

Motivating employees is a critical goal of any leader. Motivatedemployees drive better results, better service, both internally andexternally, and ....care. This can mean the difference betweenoutstanding results and just getting by. Which would you ratherhave?