You're enjoying a calm morning in the claims department untilyour phone rings. On the line is an irate commercial accountwanting you to visit next week to discuss complaints about theunit's adjusting service. Or, an insurance broker requests that youvisit a policyholder to review reserves and discuss claim-handlingprocedures. Alternatively, your marketing rep asks you to join herto visit an account that is up for renewal to tout the advantagesof staying with your company due to its claim-handlingcapabilities.

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

1. Lay the groundwork.

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