My blog: Jul 9, 2011

I explained to him on several occasions that it is a 'Denver' or 'West' does not matter, it is an epidemic that has consumed our country. With nearly 20 years of service in the insurance industry, I can certainly attest that customer service gets a lot of lip service but it still exist? I have a conversation with an adjuster at my office I have a commercial policy and relays the hearing last week. It's something like this (names have been changed, but the actual situation) went:

"Good morning, claims service center, it is John, can I help you? "
"Yes, good morning John, The Bill Johnson with the Acme company, I believe I finally got a hold of you I left several messages but received no return calls can not."
"(Sighing, audibly 3 defensive DEFCON) I was on vacation last week and I'm trying to get caught ... what's your claim number."

"(1 DEFCON) do not raise your voice ... I need a claim number before I can help you ..."

Sound familiar? Why the disconnect? A centralized, low skills and education 'economy' model for a highly qualified, experienced a shift from the traditional model of regional resources, that the 'low' is - in my opinion, the financial crisis at a time is a survival strategy person's ability to fill these roles.Results of the claim. Unfortunately, the adjuster of the new breed "at least three years of experience, in a line of business is special and has something to do no right.It all starts with communication, and strengthen the tools of their craft adjuster brain brain and tongue ... And need to work together to be effective imprinting. Here are some steps I recommend your store to implement the process are:

1) sit down with each employee and to an individual SWOT analysis.

Develop.)

Monitor 4) to provide feedback to the conversations.

5) Follow up with weekly debriefing meetings, provide feedback and revise the plan as necessary.

Over time, employees will contribute where they are and where they miss the mark. It's time for management to performance management or review provides an excellent documentation tool, as well as employee and manager is an excellent development goals. There are many other factors to consider before you star level of customer service getting mediocre artist.need to use the property.May Garners

About the Author: Tim Jones, CPCU, AIC, purpose, SCLA in life, Parker, CO with his wife of 17 years and 7 children. The 14ers, camping, hiking, astronomy and a passion for climbing, and is an Eagle Scout and Scout leader. Tim has been in the insurance industry since 1992, and multi-line adjusting and claims management experience with regional and national carriers. He is currently with Liberty Mutual Group as a commercial property claim unit manager in their Denver Western Claims Service Center.

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Saturday, July 9, 2011

The New Breed of Adjuster and How to Deal With It

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