Page 14 - Shaw Wall of Honor

up empathy; . to be the helping hand; to . be the shoulder to cry on. Again, this is your customer—be . there for them.
From there, your process should include knowing what information to get, letting your customer know what the general process is for this type of claim, what the next step will be, and an approximate time frame for that step. Remember, because we’ve been building the relationship and meeting with the claims personnel, we should have a good grasp of each of these.
Let’s take that one step further. Maybe you collaborate with these claims personnel to help you design your intake process and further refine it with tips and tricks.
Once the claim is filed with the carrier, it doesn’t mean you can now sit back and wait. Because you know the general time frames, you should be setting a diary for yourself to make sure the process is proceeding the way it should be.
If you’re waiting to hear from your client that someone isn’t doing something they’re supposed to...it’s already too late. A great claims experience is all about being proactive. A customer would much rather be told about a
snag or a hold up than to deal with radio silence; . the customer is much more understanding when you’re letting them know what’s what before they have to sit and wonder.
Once the claim is closed, you should be looking back to figure out the good, the bad, and the ugly. What worked. What didn’t. What can be improved upon, etc. Prior claims give us great insight into what to expect and might even help us when we’re placing business on the front end. Ideally your agency is large enough to have a dedicated person to take on these types of tasks we’ve talked about, though . not every agency can. Hell, our agency does not have the personnel to dedicate one person to claims and the claims processes...yet!
But even the smallest agencies need some kind of process in place to advocate for clients during a claim.
Throughout the pages of this magazine, you’re going to learn so much from the greatest minds in our industry about how to keep the top of that funnel full. I’m hoping this article is the one that gets you thinking about retaining your customers to continue your agency growth and profitability. JB out!
Claims
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