How can underwriters and claims adjusters improve communication?

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Communication is vital for any insurance business, but especially for underwriters and claims adjusters who deal with complex and sensitive cases. However, communication gaps and misunderstandings can occur due to different perspectives, priorities, and workflows. How can underwriters and claims adjusters improve communication and enhance collaboration? Here are some tips and best practices to consider.

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Rinaldo John
Manjunath Krishna, CPCU

AU | AINS | AIS | Manager | Insurance Underwriter | Consultant | P&C | Reinsurance | Risk Management |
Nabeel Akhtar

Chief Growth Officer | Mentor Health | Passionate InsurTech and HealthTech Enthusiast | Entrepreneur | Builder |…

1 Understand each other's roles

Underwriters and claims adjusters have different but complementary roles in the insurance process. Underwriters assess the risk and set the premium and terms of the policy, while claims adjusters investigate and settle the claims. Both roles require analytical, problem-solving, and decision-making skills, but they also have different goals and challenges. Underwriters aim to balance profitability and competitiveness, while claims adjusters aim to balance customer satisfaction and cost-effectiveness. By understanding each other's roles, underwriters and claims adjusters can appreciate the value and constraints of their counterparts and communicate more respectfully and constructively.

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Rinaldo John
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Most important is- detailed and proper summarization by the underwriters. They should mention their thought process behind each step taken and every decision/consideration made. I am emphasizing on the underwriter's part as they come first in this whole process. Their documentation/ summarization is the most essential part of "the communication" with the claims adjusters.

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Nabeel Akhtar

Chief Growth Officer | Mentor Health | Passionate InsurTech and HealthTech Enthusiast | Entrepreneur | Builder | Innovator | Business Excellence | Product | Marketing | Growth | RevOps
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Underwriters and claims adjusters could take up some synchronized swimming classes! In all seriousness, team communication is key. Regular meetings to discuss complex cases, creating a shared digital workspace for real-time updates, and encouraging underwriters to provide clearer rationales for their decisions to claims adjusters can go a long way.

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Manjunath Krishna, CPCU

AU | AINS | AIS | Manager | Insurance Underwriter | Consultant | P&C | Reinsurance | Risk Management |
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Understanding each other's roles in the insurance process is vital. Underwriters make decisions about policy terms for specific risks, and they sometimes inform the broker about these decisions. They also connect with claims adjusters. Underwriters share important information with adjusters, and the company accepts some risks based on industry norms and guidelines from actuaries. When there's a claim, adjusters examine the policy's conditions and exclusions. If they have questions, they should quickly get in touch with the underwriter who approved the risk. The underwriter can provide clarification about the accepted risks, making the insurance process smoother.

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2 Share relevant information

One of the main sources of communication breakdowns is the lack of relevant and timely information. Underwriters and claims adjusters need to share information that can affect the risk assessment, the policy terms, the claim outcome, or the customer relationship. For example, underwriters should inform claims adjusters of any special conditions or exclusions in the policy, while claims adjusters should inform underwriters of any changes or trends in the claim frequency or severity. Sharing information can help both parties to avoid surprises, errors, or disputes and to adjust their strategies accordingly.

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Manjunath Krishna, CPCU

AU | AINS | AIS | Manager | Insurance Underwriter | Consultant | P&C | Reinsurance | Risk Management |
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Communication breakdowns are becoming less common in today's world. With most records now stored online and accessible to both underwriters and claims adjusters, real-time information is readily available in the repository. They can access it and make necessary decisions. If there are any critical issues, they can promptly highlight and discuss them.

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3 Use clear and consistent language

Another source of communication problems is the use of ambiguous or inconsistent language. Underwriters and claims adjusters should use clear and consistent language to avoid confusion, misinterpretation, or conflict. For example, underwriters should use precise and unambiguous terms to define the coverage and exclusions in the policy, while claims adjusters should use accurate and objective terms to describe the claim facts and findings. Using clear and consistent language can help both parties to communicate more effectively and efficiently and to reduce the risk of misunderstandings or disputes.

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Manjunath Krishna, CPCU

AU | AINS | AIS | Manager | Insurance Underwriter | Consultant | P&C | Reinsurance | Risk Management |
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Languages tend to change over time, and with the rising Gen Z population, words often get associated with different meanings. This can create a bit of a puzzle for underwriters, claims adjusters, and policyholders. I've noticed that some of the big insurers are conducting sessions to tackle the confusion caused by ambiguous language, which results in hefty financial losses in claims. As they say, "Trade tradition and technology need an update." It's crucial to stress language understanding in all possible events and conferences.

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4 Leverage technology and tools

Technology and tools can facilitate and enhance communication between underwriters and claims adjusters. For example, underwriters and claims adjusters can use a common platform or system to access and update the policy and claim data, to exchange messages and documents, and to track the progress and status of the cases. Technology and tools can also help underwriters and claims adjusters to automate some of the routine or repetitive tasks, to analyze and visualize the data, and to generate reports and insights. Leveraging technology and tools can help both parties to communicate more seamlessly and securely and to improve their productivity and performance.

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Nathan Kring

Listen, learn, and help, then lead.
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I have seen almost 100 different types of claims and policy systems, and even with all the "tech", there are two barriers: -The "tech" is not effective in allowing effective and efficient communication (internal or external), pushing users to utilize comms platforms outside of systems (Slack, Teams, etc). -The users do not have SOPs around communication, which results in unstandardized, often suboptimal, content & messaging Solution: Build better "tech" for internal & external comms & embed SOPs, rules, etc. to drive efficient and effective communication.

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Manjunath Krishna, CPCU

AU | AINS | AIS | Manager | Insurance Underwriter | Consultant | P&C | Reinsurance | Risk Management |
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We're in the tech-savvy generation, where tech innovations, like AI, blockchain, and IoT, keep happening regularly. In the insurance world, an InsurTech firm like Lemonade has made a big leap in claim settlements using AI and machine learning. Looking ahead, it's likely we won't need as many underwriters or adjusters, as AI bots will handle most tasks. Using tech tools is crucial, leading to reduced reliance on underwriters and adjusters.

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5 Seek feedback and improvement

Communication is not a one-time event, but a continuous process that requires feedback and improvement. Underwriters and claims adjusters should seek feedback from each other and from their customers on how they can improve their communication skills and methods. Feedback can help both parties to identify the strengths and weaknesses of their communication, to address any issues or gaps, and to learn from their experiences and best practices. Seeking feedback and improvement can help both parties to communicate more effectively and satisfactorily and to foster a culture of collaboration and learning.

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Manjunath Krishna, CPCU

AU | AINS | AIS | Manager | Insurance Underwriter | Consultant | P&C | Reinsurance | Risk Management |
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Feedback is something everyone should actively seek, whether it's during meetings, one-on-one discussions, or group gatherings. It's beneficial to start by recognizing our strengths and areas for improvement. These straightforward actions can significantly impact the culture within the insurance industry. This kind of culture fosters a habit of prioritizing company growth and ensuring customer satisfaction over professionals' ego.

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6 Build trust and rapport

Communication is not only about exchanging information, but also about building trust and rapport. Underwriters and claims adjusters should build trust and rapport with each other and with their customers by being respectful, responsive, and reliable. Trust and rapport can help both parties to communicate more openly and honestly, to resolve any conflicts or challenges, and to support each other and their customers. Building trust and rapport can help both parties to communicate more positively and professionally and to enhance their reputation and relationship.

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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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How can underwriters and claims adjusters improve communication?

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1 Understand each other's roles

2 Share relevant information

3 Use clear and consistent language

4 Leverage technology and tools

5 Seek feedback and improvement

6 Build trust and rapport

7 Here’s what else to consider

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