As summer begins in earnest and the heat and humidity set in, our thoughts can easily wander from the claim-adjusting job at hand to instead focus on thoughts of idleness and summer vacation. Just like the days of elementary education, though, when summer break hits, retention levels and the quality of work can start showing signs of tarnish. To keep the rust off, this edition of Claims CE looks at ways to keep those skills from dulling.
In this month's first feature, Contributor Dr. Gary Blake looks at how to handle claim complaints by utilizing better communication techniques through concise and clear language. His 12 pointers will help you catch and correct problems before sending out responses to claimants, which will not only clarify the claim process for the insured, but also help your customer satisfaction ratings become a cut above the rest.
Next, our popular continuing-education quiz, "Know Your CE," returns in this issue to tackle the Homeowners 3--Special Form(HO 00 03 10 00). Contributor Michael Brown, AIC, RPA, poses four specific scenarios unique to this form, then walks claim professionals through each one by offering an explanation of the appropriate answer. It's a great way to keep those policy interpretation skills razor sharp and ready for action.
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