A little advance planning can turn a client meeting into a strong customer retention opportunity. (Photo: iStock)

You’re enjoying a calm morning in the claims department until your phone rings. On the line is an irate commercial account wanting you to visit next week to discuss complaints about the unit’s adjusting service. Or, an insurance broker requests that you visit a policyholder to review reserves and discuss claim-handling procedures. Alternatively, your marketing rep asks you to join her to visit an account that is up for renewal to tout the advantages of staying with your company due to its claim-handling capabilities.

No matter the context, making client calls is a challenge for claims professionals. Such encounters induce anxiety and dread. Instead of angst, though, claims professionals can feel prepared by having a protocol for such meetings and commanding the agenda. Here is the claims professional’s “playbook” for planning and executing a successful claim-oriented client call:

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