Claims professionals are responsible for a lot of things, from staggering caseloads to complex investigations. We're in the business of resolution, of helping restore a sense of normalcy to policyholders who have suffered tremendous loss.
This involves utilizing various hard skills, technologies and resources; however, one too often forgets that it also involves refining “soft skills,” such as empathetic listening and customer service.
Carl Van, ITP, president and CEO, International Insurance Institute, Inc., realizes the crucial role that soft skills play in the claims process. He is the author of more than 75 technical and soft skill workshops being taught throughout the U.S., Canada and the U.K.
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