Page 12 - Shaw Wall of Honor

CLAIMS
JOHN BACCHMAN
Claims adjusters are people too.
No, seriously, it’s true. You can take it from me as I was one of those people; . deep down, I’ll always be one. You see, during the first 15 years of my insurance career, I was either handling claims myself or leading teams of adjusters who were helping clients through some of their toughest days. That’s exactly what an adjuster’s role is—. they’re there to keep the promise that we’re selling to our clients: . that the claims team will be there to help pick up the pieces when things have gone wrong.
No, this isn’t a rainbows and unicorn article. It’s not about Paradiso and his team sneaking a claims propagandist into these pages to make us feel all warm and cozy about claims.
But we need a starting point, which is to understand that the claims adjuster is the key component to ensure our clients have a great claims experience. Yes, there is such a thing.
A great claims experience is what will turn our client into a customer for life. We can put all the time, effort, and resources into marketing to ensure a full funnel of prospects, but if we’re losing clients after claims, we will never be as profitable as we should be.
Therefore, when a loss occurs, where do we as agents belong in the claims mix? If that’s the question you’re asking, you’re already late to the game. Trying to figure out what to do at the time of loss is far too late. We should already have a good handle on what to do and what to expect. We do this through a powerful tool: relationships. We should already have a solid relationship with the people in our carriers’ claims department.
Answer this honestly: do you have a relationship with any of your carrier partners’
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