What are the best ways to improve your claims management skills?

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Claims management is a vital skill for insurance professionals, as it involves handling customers' requests for compensation, assessing the validity and value of their claims, and resolving disputes or issues that arise. Effective claims management can boost customer satisfaction, reduce costs, and enhance your reputation as a reliable and fair insurer. But how can you improve your claims management skills and become a more competent and confident leader in this field? Here are some tips to help you out.

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Jose Juan Córdoba Vega

CEO en SigmaXpert Sure | Transformando el Sector Insurtech | Perito de Seguros y Estratega de Contenidos
BENAMAR NADIA

Chargée de Gestion & Indemnisation Accident du travail et Maladie professionnelle
Prasath Parthiban CSPO,CBAP,AINS,ITIL,AIS,Lean Six Sigma Green Belt

Assistant VP @ Sompo | Guidewire Implementations

1 Understand your customers' needs

One of the best ways to improve your claims management skills is to understand your customers' needs and expectations. Customers want to be treated with respect, empathy, and honesty, and they want to receive prompt and clear communication throughout the claims process. They also want to feel that their claims are handled fairly and accurately, and that they receive the compensation they deserve. To understand your customers' needs, you need to listen actively, ask relevant questions, and show compassion and interest. You also need to explain the steps and criteria of the claims process, and keep them informed of the progress and status of their claims.

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Jose Juan Córdoba Vega

CEO en SigmaXpert Sure | Transformando el Sector Insurtech | Perito de Seguros y Estratega de Contenidos
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Las reclamaciones de clientes, a menudo, son indicativas de una falta de atención previa. Por ello, es importante abordar cada reclamación con extrema cautela y una escucha atenta y completa. Este enfoque no solo permite entender los detalles específicos del problema, sino que también ofrece una visión integral de las necesidades del cliente. Al prestar atención detallada a las quejas y preocupaciones de los clientes, no solo se resuelven los problemas inmediatos, sino que también se obtienen información para optimizar productos y servicios. El indispensable tratar cada reclamación como una oportunidad para mejorar demuestra un compromiso genuino con la excelencia en el servicio y la satisfacción del cliente.

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BENAMAR NADIA

Chargée de Gestion & Indemnisation Accident du travail et Maladie professionnelle
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Rien ne remplace l'expérience sur le terrain, travailler sur différents types de sinistres nous aidera à developper nos compétences. Analyser des cas réels pour comprendre les meilleures pratiques et enfin , il faut rester à jour sur les réglementations et les lois en matière d'assurance et de gestion des sinistres.

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Prasath Parthiban CSPO,CBAP,AINS,ITIL,AIS,Lean Six Sigma Green Belt

Assistant VP @ Sompo | Guidewire Implementations
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Keeping them informed on the completion of each and every step of the Claims process will increase the transparency and customers satisfaction.

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Travis Oviatt

Insurance Professional - Helping bring peace of mind in this crazy world
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Customer Service is the basis of most business's, being able to execute it well is not often found. Learning the tools of a Customer Relationship Management tool or CRM, can help you to manage the competing priorities of your daily work. The first step to customer service is communication, regular communication to invest in relationships with your customers/clients will build long term loyalty and trust. The second step is part of the first, open and honest communication. When you find an issue or a challenge be upfront and forthwith about it, open the discussion to possible solutions for them. Help them to make the best choice for their own needs, even if it means leaving you for another provider.

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2 Use technology and data

Another way to improve your claims management skills is to use technology and data to streamline and optimize the claims process. Technology can help you automate repetitive tasks, reduce human errors, and improve efficiency and accuracy. For example, you can use software or apps to capture and store customer information, scan and verify documents, generate and send reports, and track and monitor claims. Data can help you analyze and improve the performance and quality of your claims process. For example, you can use data to identify patterns and trends, measure customer satisfaction, evaluate risks and costs, and implement best practices and policies.

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Prasath Parthiban CSPO,CBAP,AINS,ITIL,AIS,Lean Six Sigma Green Belt

Assistant VP @ Sompo | Guidewire Implementations
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Technology can help streamline the Claims Process in many ways that includes Straight through processing, Fraud detection, Claims Segmentation etc.

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Ankit Singh, LIII, CPCU, Guidewire ACE

Portfolio Manager at Capgemini
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In my experience, use of technology to leverage the 3rd party services that could help to quick exchange key data and thus reduce the overall claim process and bring them to closure is one of best way to manage the claims well.

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Sourabh Sahu

Product Management I Product Owner ISr. Business Analyst I Agile Methodologies I Customized Product Offerings I Guidewire/Duck Creek
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In my opinion through Technology and Data small amount claims or certain threshold limit claims can be settled faster and easier based on collected evidence through new technologies.

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3 Collaborate and communicate

A third way to improve your claims management skills is to collaborate and communicate effectively with your team and other stakeholders. Claims management is not a solo activity, but a collaborative one that involves working with other insurance professionals, such as adjusters, underwriters, agents, and lawyers, as well as with customers, vendors, and regulators. To collaborate and communicate effectively, you need to establish clear roles and responsibilities, share information and feedback, and coordinate actions and decisions. You also need to use appropriate channels and methods of communication, such as phone, email, or video conferencing, and tailor your message and tone to your audience and purpose.

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Jose Juan Córdoba Vega

CEO en SigmaXpert Sure | Transformando el Sector Insurtech | Perito de Seguros y Estratega de Contenidos
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La gestión efectiva de siniestros depende de una comunicación oportuna y precisa, siendo esencial la colaboración entre tramitadores, reparadores, mediadores, peritos y asegurados. Cada parte juega un rol crucial: tramitadores gestionan la logística, reparadores y peritos aportan expertise técnico, mediadores facilitan la interacción, y los asegurados deben estar bien informados. Esta colaboración garantiza una resolución rápida y transparente del siniestro, manteniendo la satisfacción del asegurado y la confianza en el proceso.

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4 Learn and update

A fourth way to improve your claims management skills is to learn and update your knowledge and skills regularly. Claims management is a dynamic and complex field that requires constant learning and adaptation to changing customer needs, industry standards, regulations, and technologies. To learn and update your knowledge and skills, you need to seek feedback, reflect on your experiences, and identify areas for improvement. You also need to access relevant resources, such as courses, books, podcasts, or blogs, and participate in professional networks, such as associations, forums, or events.

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Prasath Parthiban CSPO,CBAP,AINS,ITIL,AIS,Lean Six Sigma Green Belt

Assistant VP @ Sompo | Guidewire Implementations
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Claims team needs to have indepth knowledge in Claims Business process & overall Property and Casualty Insurance domain knowledge to be productive in their day to day activities.

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Luke Davis Cert CII

Claims Executive at Superscript: Professional Indemnity, Cyber, Public & Employer's Liability and Property Claims Management
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I have been lucky enough to gain experience in both insurance and legal claims. Whilst I do believe that 'a claim's a claim' and the general foundations of claims management are transferable for one claim type to another, I think it is extremely useful to gain experience handling a variety of claim types. Get used to corresponding with claimants, defendants, third parties, solicitors, insurers and any other party involved in claims. Some of the most valuable experience I have gained, has been via delivering difficult claims decisions within health and travel insurance roles. But these are the conversations you learn from.

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Travis Oviatt

Insurance Professional - Helping bring peace of mind in this crazy world
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Lean on the experts in your network and listen to your clients. The experts can help show you the flags that could help determine the path of least resistance for future claims, things to consider for the approach that will lead to the highest likelyhood of a favorable outcome. Listening to your clients! Listen to the challenges they had with claims, pull the low lying fruit and build a simple checklist or steps to resolving claims in the easiest and fastest way possible. What information should they be prepared with, what things should be done BEFORE and incident to smooth out the experience for them.

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5 Be ethical and compliant

A fifth way to improve your claims management skills is to be ethical and compliant in your actions and decisions. Claims management is a field that involves trust, integrity, and responsibility, as you deal with sensitive customer information, financial transactions, and legal issues. To be ethical and compliant, you need to follow the rules and regulations of your company, industry, and jurisdiction, and respect the rights and interests of your customers and other parties. You also need to avoid conflicts of interest, fraud, or corruption, and report any misconduct or problems that you encounter.

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6 Manage your time and stress

A sixth way to improve your claims management skills is to manage your time and stress effectively. Claims management is a demanding and stressful job that requires you to handle multiple tasks, deadlines, and challenges, and to cope with customer emotions, complaints, and disputes. To manage your time and stress effectively, you need to prioritize your tasks, set realistic goals, and delegate or outsource when necessary. You also need to balance your work and personal life, and practice self-care, such as taking breaks, exercising, meditating, or seeking support.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What are the best ways to improve your claims management skills?

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1 Understand your customers' needs

2 Use technology and data

3 Collaborate and communicate

4 Learn and update

5 Be ethical and compliant

6 Manage your time and stress

7 Here’s what else to consider

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