Weekend Independent Insurance Claims Stories Gone Bad

shawnmwalker

Guru
1000 Post Club
1,475
Colorado
This weekend we got together with friends to Fondue. Each couple had a property claim on their home in the last four years. (One was a fire, the other was a covered water loss)

The conversation turned to claims gone bad with Independent carriers.

My question today is: How can your Local Independent agent best serve you as you go through a claim?

I have one suggestion but looking for others: Call your client and see if your client is happy with the way the way the claim is unfolding.
 
No I don't. It was my first time Doing the Fondue. Not sure what to call it.

How do you Help your clients through Claims?
 
Best thing to do.... always.....

When you know a claim is going to happen, call the client and explain the claims process, tell them what to expect and give them some sort of general timeline.

People are generally 'more satisfied' if you manage expectations then if you let them use their neighbors friends cousins sisters expectations of what should have happened.

Dan
 
Great suggestion Danny Boy!

Does anyone have anything written they provide the agent. (A pre written email or form letter detailing how claims unfold and best practices.) That would be cool.

What about advice on getting other quotes when being lowballed. Or advice on fighting for a complete replacement when a warranty is voided etc.
 
I'm new on the retail broker side; however, I've been in the insurance game for awhile, and my background is largely claims; therefore, that's one of the selling points I let my potential clients know about.

Obviously, unless they have been in business for awhile (I'm a Commercial Insurance Broker), they likely have not had a business claim before. I give a high level summary of how claims works, but the main takeaway point I stress to them is: a) if it's something catastrophic/bad that needs to involve the police, fire dept, etc, to call them first, b) the second call should be to the insurance carrier, and c) the third call should be to me. I make a joke that while I'd prefer to be the first to know, that's probably not the wisest thing, but I definitely need to be notified asap.

I sell my value by letting them know that if there are any issues or they feel there is any "feet dragging," that I'm amenable to contacting the claims person to have a general chat. Having been a Claims Specialist for awhile, I preferred NOT to talk to people not involved in the loss; however, there were a few times that a decent, normal and knowledgeable person would call on a claimants behalf, and I'd actually talk to them. It's all about how you approach the situation. The bull in the China shop doesn't work. You have to finesse people sometimes to gather information and get things moving.

Just my (lengthy) .02.
 
Divine Foodie,

I found An agent with Claims background can often help a claim along very well. Help explain the process. They respect the process. They can get on a roof with a client if they feel like it. They can really help a claim a long. Good for you! Leverage that all day.
"Given my unique background and resume I should be able to help you better in the event of a claim."- Love it.
 
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