As summer begins in earnest and the heat and humidity set in,our thoughts can easily wander from the claim-adjusting job at handto instead focus on thoughts of idleness and summer vacation. Justlike the days of elementary education, though, when summer breakhits, retention levels and the quality of work can start showingsigns of tarnish. To keep the rust off, this edition of ClaimsCE looks at ways to keep those skills from dulling.

Inthis month's first feature, Contributor Dr. Gary Blake looks at howto handle claim complaints by utilizing better communicationtechniques through concise and clear language. His 12 pointers willhelp you catch and correct problems before sending out responses toclaimants, which will not only clarify the claim process for theinsured, but also help your customer satisfaction ratings become acut above the rest.

Next, our popular continuing-education quiz, "Know Your CE," returns in this issue to tackle the Homeowners3--Special Form(HO 00 03 10 00). Contributor Michael Brown,AIC, RPA, poses four specific scenarios unique to this form, thenwalks claim professionals through each one by offering anexplanation of the appropriate answer. It's a great way to keepthose policy interpretation skills razor sharp and ready foraction.

Lastly, Senior Editor Christina Bramlet provides a preview ofClaims Magazine's annual ACE America's Claim Event,which takes place at the end of June. Is this self-promotional onour part? Yes. Is it still one of the best events out there forP&C claim professionals of any rank? I think that answer isresounding yes, too. The show, which is now in its 14th year,continues to grow and offer more educational opportunities in eachiteration, and the topics and panels of speakers is simply one youwon't find anywhere else. Be sure to click and read what we have instore for you this year.

As always, be sure to let me know what you think by e-mailing meat [email protected]. Ifyou're interested in contributing an article, feel free to send meyour ideas.

Stay cool, stay sharp, and we'll see you in August with our nextedition.

Sincerely,

Eric Gilkey

Editor in Chief

Claims Magazine