Better Communication with Policyholders Improves the Claims Process

Insurance carriers have their greatest amount of contact with their policyholders during the claims process. As an impartial third party, Alpine Intel’s team of professionals knows as well as anyone that this can be a stressful time for both the policyholders who suffered losses and the adjusters resolving their claims.

When and why what means insurance professionals communicate with their policyholders can have a profound impact on how customers feel about their claims and how well they trust their insurance carrier afterward. We’ve developed four strategies adjusters can use to improve communication with their policyholders.

Develop a Resource Library – and share it.

In an age of constant advertising and full email inboxes, it may seem counterintuitive to think that insurance customers want to hear more from their carriers. According to an article in PropertyCasualty360, about 60% of insured homeowners couldn’t recall getting any communication from their agent after signing up, and 86% of respondents wanted more information about protecting themselves and their property.

Long before claims are filed, carriers can foster trust in their policyholders by giving them the information they need. Insurance professionals should develop their own resource libraries filled with information about how to prevent losses, such as winterizing a home, protecting it from mold, or celebrating the holidays safely. These materials should come from trusted partners or knowledgeable experts in the insurance industry. Sharing these resources early and often can show customers that their carriers are interested in their welfare, understand what’s at stake when failures occur, and know the risks property owners face.

Insurance professionals shouldn’t neglect their own personal resource libraries, either. Policyholders will be reassured when they speak with adjusters who know how their claimed equipment works, or how what it could mean when a structure is damaged. It’s always a good idea to keep accurate, educational materials close at hand. Alpine Intel’s Resource Library, full of free resources concerning HVAC and refrigeration, electrically powered equipment, forensic engineering principles, commercial and residential fire, product failures, and more, is a good place to start.

Policyholders want to take good care of their property, but they may need information about how to prevent losses. Adjusters can help by collecting and sharing resources with homeowners.

Give them accurate and useful information, but keep it simple.

Carriers can gain trust by meeting policyholders at their level and through the mediums they prefer. Insurance professionals should never assume that customers know industry jargon, and policyholders should never have to work hard for information about their policies or claims. This is especially true during the claims process when their mental energy may be directed elsewhere. All communication should be clear, simple, and thorough.

Whether a policyholder is making their very first insurance claim or if they’ve been through one before with their present carrier or others, it’s a good idea for the adjuster to go over the different steps to the process. Their current situation could be different, something about the policy or the process may have changed, or the customer may simply be too distracted. Either way, giving them a road map for what’s ahead will prepare them for each step.

Third party vendors, such as claims assessment specialists, fire investigators, or other partners should not complicate the process; rather they should be easy to do business with, smoothing the way for accurate claims resolutions. Vendors should communicate well with insurance customers, as well as adjusters. They should communicate professionally, respectfully, and approachably. They should also keep adjusters well informed through every step.

Once an adjuster receives an update from their vendor, the insurance customer needs to be informed, too. Technology has made communication easier and more immediate than ever. Between calls, texts, emails, and client portals, customers shouldn’t have an issue getting in touch with their adjusters and vice versa.

Insurance adjusters should make sure a policyholder knows what to expect during the claims process as soon as the claim hits their desk.

Check in frequently.

Once an adjuster has indicated the customer should hear from them soon, they need to follow through, and they should keep the communication going.

When a policyholder is waiting for a claim resolution, the person they want to hear from the most is their adjuster, and a recent survey of global policyholders by Duck Creek Technologies indicates that 95% of insurance customers wanted to know the status of their claims throughout the process. They want to know that someone is working on making them whole, who’s involved in gathering and interpreting information about the condition of their home or business, and when they can expect a resolution.

In this case, the adage that “No news is good news” is not correct. Insurance professionals should keep their policyholders informed through every step, so they know it’s moving forward. Even if the adjuster doesn’t have much to share for a few days, they should send a quick email or text to the customer so they know their adjuster is reachable and keeping their claim in mind. Depending on the severity of their situation, policyholders may feel isolated and alone, and a quick reassuring word from their insurance adjuster can make a huge difference.

Insurance customers appreciate quick calls, emails, or text messages providing updates on their claims, even if there isn’t much to tell.

Stay calm, no matter what.

Insurance customers need reassurance because they may be facing serious hardships that threaten their homes, possessions, or even their health and safety. It can be difficult to hear these stories every day, but it’s important to hear them with patience, empathy, and understanding.

Customers may not be calm when they speak to their insurance adjusters or third-party vendors. However, by meeting their distress calmly and empathetically, adjusters can make a bumpy process feel much smoother for policyholders. A calmer and smoother experience can help carriers retain customers and earn a good reputation in the industry.

Policyholders may have a hard time during the claims process, but handling their claims with empathy and efficiency can improve their experience.

Choosing the right partners and third-party vendors can go a long way in providing customers a positive experience during the claims process. It’s important to find industry partners that can communicate clearly and respectfully with policyholders and can do their part of the process without causing delays. Insurance carriers can rely on Alpine Intel’s qualified team of professionals to help adjusters resolve claims quickly and accurately through expert property inspections and cause of loss determinations. Submit an assignment to see how our unparalleled customer service and quick cycle times can work for you.

Alpine Intel’s content is meant to inform and educate readers using general terms and descriptions. They do not replace expert evaluations that determine facts and details related to each unique claim.