Study: Failure to Reimburse Expenses Impacts Customer Satisfaction

December 18, 2007

  • December 18, 2007 at 9:05 am
    Indran says:
    Like or Dislike:
    Thumb up 0
    Thumb down 0

    Hi,

    Firstly for a motor claim, please allow customers to contact the claims examiner directly for the progress of his claim and repair works to his/her vehicle.
    Claims examiner should contact repairer and time frame should be given by Insurer to repairer for repair works.The time frame set should be adhered strictly by repairer.The assigned adjuster should do a proper assessment and not simply disallow any parts which require replacement.
    The repairer in the panelship of Insurer should be guided accordingly by Insurer and to treat customers satisfaction as No.1 priorty.
    Once repairer bill is submitted, Insurer should pay the bill immeditely to create strong business relationship with repairer and this will create a better result in respect of repair works. Only repairer which provide such service will be retained in the panelship.

  • December 18, 2007 at 12:46 pm
    Ratemaker says:
    Like or Dislike:
    Thumb up 0
    Thumb down 0

    and in other news, grass is green, the sky is blue, and Bob’s your uncle.

  • December 18, 2007 at 1:56 am
    Mr. Obvious says:
    Like or Dislike:
    Thumb up 0
    Thumb down 0

    And often-times how much control does an agent have over the claim process? Little to none. Yet who is hurt the most by unsatisfied customers? You got it, agents!I hope someone in the claims dept reads this story!

  • December 18, 2007 at 2:22 am
    Joe B says:
    Like or Dislike:
    Thumb up 0
    Thumb down 0

    Any reader here not already know this?

    And we spent how much on this study?

  • December 18, 2007 at 2:26 am
    Claims?? says:
    Like or Dislike:
    Thumb up 0
    Thumb down 0

    I used to be a strong defender of most carriers and the claims handling departments, but in the last few years I have lost most of my faith that most carriers try to do the right thing and properly adjust claims. Many carriers seem to be accepting inferior products from their claims personnel whether they are IA or staff. Instead of choosing the proper claims staff or company they go with someone’s brother-in-law, who knows nothing about quality claims adjusting; or who is buying the most perks. many people like to knock down the individual claims adjusters but the real responsibilty lies with the carrier management or IA management. Adjusters are only as good as their mentors and direct managers.

  • December 18, 2007 at 2:53 am
    concerned agent says:
    Like or Dislike:
    Thumb up 0
    Thumb down 0

    This had to be a study by some advanced degree egghead who needed a government grant to continue his/her studies. I have heard more worthless studies being made but this ranks in the top two. It could only be financed by our government because only they are stupid enough not to realize what a waste of time and money this survey was to all except the recipient of the grant. ANYONE with any knowledge of the real world knows the answer to this survey. It is a sad commentary on the knowledge of people that this is newsworthy.

  • December 18, 2007 at 2:56 am
    NJudge says:
    Like or Dislike:
    Thumb up 0
    Thumb down 0

    I still believe most are trying to do the right thing. It doesn’t help that our educational system is failing (have you tried get a high school graduate – and some college grads – to write a coherent letter), insurance is not a glamorous profession, young people have unrealistic expectations of what they’re going to earn and are as loyal to companies are companies are to them and there’s a pressure to pay quickly countered by the pressure to not overpay (requiring copious amounts of documentation). It’s a more difficult job than they’re given credit for but at the same time you have states such as California saying it’s a non-exempt job so people don’t/can’t put in a minute more than their 7.5 unless they’re getting paid overtime. And most companies look at claims as if that’s the reason any money leaves the company rather than looking at underwriting practices driving what is being paid.

    It does seem like a no-brainer to say everyone wants to be paid more quickly and is unhappy when they think their payment has been delayed. You think?

  • December 18, 2007 at 3:51 am
    Dave says:
    Like or Dislike:
    Thumb up 0
    Thumb down 0

    Have been in claims for 35 years. The issues never change and this “study” is repetitious. The basic keys to success also remain unchanged.
    1. prompt contact
    2. empathy
    3. set realisitc expectations then meet them.
    4. communicate/warn of un-anticipated delays.
    5. expedite payments.

    Claims is one of the few “touch points” for customer service. Most professional claims people derive satisfaction from helping insureds get their problems resolved. They aren’t punching bags for insureds and agents who don’t understand the realities of getting repairs made.

  • December 18, 2007 at 4:05 am
    Stat Guy says:
    Like or Dislike:
    Thumb up 0
    Thumb down 0

    Dave, I copied your reply for printing to put on the wall for discussion with any and all who will listen. Our company relies on these same steps and we inculcate our staff to live by that same code of conduct. It amazes me how often people take their eye off the ball over time and we have to revisit these issues. One comment about the story though, same as the rest….this did not seem like big news or even new news, only that J.D. Power put their imprimatur on them….

  • December 18, 2007 at 4:19 am
    Bob says:
    Like or Dislike:
    Thumb up 0
    Thumb down 0

    I myself have been in claims for over 30 years, the big change I have seen is that the carriers want a college degree, put that person through school, sit them behind a desk and go for it. As the old saying goes, these adjusters are not street smart. Now on the other hand if the agents would keep their nose out of claims things would go faster. There is one thing that an adjuster does not have time to do,take waisted calls and tring to process cliams.Being an adjuster is hard enough, you get no thank you from anybody, the pay sucks and you are abused on every claim, you dont have time for your own life because you have to work nights and weekends to get any work done.So if you never have workrd it, dont talk about it.You think Califorina is bad, come to Florida, work South Florida with all the fraud,the state will do nothing. Its all bullsh-t



Add a Comment

Your email address will not be published. Required fields are marked *

*