The Role of Insurance Agents During a Claim

Help Your Customer to File a Claim

When it comes to filing a claim, it can be a stressful time as it implies that someone was recently involved in an accident, and there are also financial and emotional implications surrounding that event. So, what this person mainly needs is the help of an expert who is willing to guide them to address the situation.

During the claim procedure, clients often have common doubts, including whom to contact, how loss evaluation is conducted, the estimated timeline for receiving compensation, and others. Insurance producers must have a thorough understanding of these concerns to provide effective support. Try to make the process as simple and quick as possible for your customers. If they know their claim is being resolved in only a few days, they’re more likely to see the situation positively. Also, keep in mind that when a client has a bad experience he or she only wants the property repaired or the medical bills paid, but above all, he or she hopes to get fair compensation for the damage caused. So, if you can assist them in solving this event smoothly and straightforwardly, and if you can ensure that they receive an amount of money that is proportional to their loss, this will certainly have an impact on your customer’s satisfaction.

Provide Emotional Support

An excellent way to strengthen the relationship you have with your clients is by providing a unique and personalized service. This involves comprehensive assistance in the process of getting an insurance policy, but it also has to do with how empathetic you are with each customer’s particular case.

There’s a popular saying, “If you could put yourself in someone else’s shoes, you’d be able to understand them” and this is what empathy is all about. Just imagine what would you feel if you had gone through the same circumstances as the person you’re talking to, and this will help you relate to their condition. This is a valuable interpersonal skill that only some professionals develop. Thanks to this they manage to differentiate themselves from the rest, and they have a better chance of keeping people interested in their service. So, you know that behind that sale there are people who are looking for a quality product to insure something that has personal value for them. Therefore, when your clients need to file a claim, you shouldn’t only think that it’s about material losses, but instead, try to “put yourself in their shoes” to get a better understanding of their feelings. By doing this and practicing active listening you can make your customers feel supported, and they’ll trust you enough to recommend your services to their friends or family. So this is definitely a win-win situation.

Explain Policy Details

Despite your explanation of what insurance coverage includes during the sales process, it may be necessary to revisit some details with your clients, especially during a claim, as they may have forgotten some aspects or be unaware of others. So, as their trusted agent, you must be ready to clarify and answer questions.

It’s important for producers that their clients understand what the insurance they’re buying covers and its limits. If users receive a clear description of what their policy includes in the sales process, they’re more likely to feel that the claim settlement was fair than customers who weren’t fully aware of the policy they got. That’s why there must be clear communication from the beginning. Some of the reasons why insured people may end up being wrong about the product they bought are: that they confused it with a similar policy, they misunderstood some things you said, and now require additional explanations, among others. It may also be the case that you didn’t provide the correct information, if so, take the opportunity to learn from this, review where you went wrong, and improve your communication with users in the future. However, regardless of the reason why you now have to revisit the details of an insurance product with your client, bring out your communication skills to provide them with accurate data they need to know to make an informed decision.

Avoid Making Promises about Results

It’s crucial to always be clear and honest with your clients. You don’t want to create confusion or false expectations, as this could result in misunderstandings and eventually affect your credibility.

Clear and effective communication is one of the most important skills for insurance producers. During a claim procedure, your clients are facing a difficult situation, so they’re going to expect you to only give them positive news, but that’s not always possible. It’s imperative that you remain professional and only provide truthful information about the details of the process, even if that’s something you know your customer might not want to hear. Don’t forget to mention any updates you have regarding the case, including possible delays or the need for further investigation. The positive scenario is that your customers will be understanding and patient, and they’ll keep trusting you. But the opposite scenario would be that they end up disappointed and unhappy with your service and also will have a negative impression of the insurance company. Being completely transparent with the data you provide can be uncomfortable at first, but you won’t want to deal with the consequences of making false promises about the results of the claim. The key here is to convey the message in a polite but realistic way, to avoid the possibility that your customer gets the wrong idea.

Build Empathy with Claims Adjusters

Claim adjusters face the challenging task of conflict resolution and managing complex situations. As insurance agents, it’s crucial to keep a positive relationship with them since they serve as the primary point of contact during the claim process. Let’s review some tips to maintain respectful treatment with them.

Adjusters are responsible for investigating insurance claims, analyzing the evidence, and finally preparing reports on the damages, the amount of the compensation, and others. They can and will help you and your client to receive a fair resolution. There are some cases where customers may ask their insurance brokers to rush the adjuster’s work, or they’ll go directly to talk to them and demand answers since their claim is taking longer than expected to be resolved. To avoid this type of situation, educate your client about the impartial work of adjusters, and the regular procedures that must be followed. Remember that the role of these professionals is to listen to complicated stories, do the respective research, and give an objective answer. So, try to be empathetic instead of only wanting them to act in your favor.

Monitor Claims Activity

The claim process has several stages and to achieve an effective resolution it’s vital to stay in touch with the insurance company, the assigned adjuster, and the other parties involved. However, your primary responsibility is to keep your clients informed about the progress of their claims.

It’s essential that insurance agents maintain regular contact with their policyholders about the status of their claims so that they have a clear view of the process. It’s a good idea to have a schedule for following up with your customers, so you’ll have time to communicate with them and talk about updates, sudden changes, and other things. This demonstrates your dedication and genuine concern in assisting them through difficult times and ensuring a prompt resolution. By maintaining consistent contact, you build trust and confidence with your customers, showing them that you’re actively involved in advocating for their needs. This helps in managing expectations and reducing any uncertainties or frustrations they may have during the claim process.

Conclusion

In summary, working with claims is not an easy task for independent producers. That’s when your conflict resolution skills are put to the test. However, those agents who excel in this aspect stand out in a crucial area of the insurance industry.

Top insurance agents are genuinely interested in their clients’ well-being. That’s why during a claim procedure, they will try to empathize with the challenging situation their policyholders may be going through. Your main task as an insurance broker is to help your customer file a claim, taking into account all the requirements and times specified for this. But your job goes beyond that, as you become a confidant who must pay attention to your client’s story. You also need to offer emotional support and be understanding to make the process as easy and smooth as possible. Your customer will appreciate this and your effort will lead to increased client retention and satisfaction. It’s also indispensable that you act diligently and maintain clear communication with all the parties involved in the claim procedure, including the insurance company, and the adjuster that is working on your customer’s case. Moreover, keep consistent contact with your clients. Take the time to reach out from time to time to address their concerns and give updates. Remember, success as an insurance agent is not solely measured by sales figures, but also by the relationship you build with your clients.