Year after year, “communication skills” tops the list of recruiting companies’ desired traits among college graduates. In claims, where adjusters spend almost a third of their week communicating with claimants, superb writing skills are vital to success.

While we all know that poor claim writing can lead to bad-faith lawsuits, a slowdown in settlements, loss of a company’s professional image, and assorted other catastrophes, there isn’t much written about how specific writing deficiencies in claim communications have a direct influence on a customer’s attitude toward a carrier. This article will show how seven key writing errors made in claims affect the customer’s perception of a company, based on the types of writing problems you or your colleagues could be perpetuating throughout the department. These negative behaviors can dampen the claim process and may cost the industry untold millions of dollars.

The seven writing problems are old-fashioned phrases; poor organization; poor phrasing; inappropriate tone; “weasel words” or hedging; poor punctuation and grammar; and wordiness.

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