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Too often that we see adjusters not having enough time to speak with claimants or insureds. This isn’t because they don’t care. Rather, it stems from the adjuster’s lack of control in how they manage their day. (Credit: emerge/Adobe Stock) Too often that we see adjusters not having enough time to speak with claimants or insureds. This isn’t because they don’t care. Rather, it stems from the adjuster’s lack of control in how they manage their day. (Credit: emerge/Adobe Stock)

Responding to Department of Insurance (DOI) inquiries, reconciling estimates, denying coverage and issuing settlements are just a few parts of the daily grind in an insurance claims department. But increasingly, a department’s ability to churn through work at pace isn’t the sole indicator of success.

Especially during 2021, being caring, empathetic and demonstrating expertise with customers will increase their satisfaction as well as boost your brand’s reputation and your claims department’s ability to offer excellent customer service will be determined by how well you manage priorities.

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