How can you coach insurance claims processors to communicate more effectively?

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Insurance claims processors are often the first point of contact for customers who have experienced a loss or damage. They need to communicate clearly, empathetically, and professionally to handle the claims efficiently and satisfy the customers. However, communication skills are not always innate or easy to master. As a manager or supervisor, you can coach your claims processors to improve their communication skills and enhance their performance. Here are some tips on how to do it.

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1 Assess their current skills

Before you can coach your claims processors, you need to know their strengths and weaknesses in communication. You can use various methods to assess their skills, such as listening to recorded calls, observing live interactions, reviewing written correspondence, or asking for feedback from customers or colleagues. Look for areas where they excel or struggle, such as clarity, tone, empathy, active listening, rapport building, or conflict resolution.

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Rory Haynie

President & CEO at LegalNet Inc
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Every team and organization has their preferred style of communication that is used across a group of processors. Whether it be Text, Email, or Phone. We find ourselves at LegalNet "texting" via Teams for a large majority of our internal communication. Make sure your processors are skilled at your preferred mode of communication and remember some modes of communication are far more empathetic than others. For instance a difficult subject or even an exciting one can be far better communicated as a phone call where your tone of voice and emotion can be conveyed appropriately. On the other hand, a text or screenshot can be a quick effective form of communication that doesn't cost much of our most precious commodity, time.

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Juliana Abreu

?? Estudante de Gest?o de Recursos Humanos | Especialista em Atendimento ao Cliente e Suporte Administrativo | Apaixonada por Desenvolvimento de Talentos ??
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Fornecer treinamento em habilidades de comunica??o, como escuta ativa, empatia, clareza e assertividade. Simula??es de situa??es reais de atendimento ao cliente para que os processadores de sinistros possam praticar suas habilidades de comunica??o e lidar com diferentes situa??es de forma eficaz. Feedback regular e construtivo sobre a forma como os processadores de sinistros est?o se comunicando. Isso pode ajudá-los a identificar áreas de melhoria e aprimorar suas habilidades de comunica??o. Incentive a empatia adotar uma abordagem empática ao lidar com os segurados. Isso pode ajudá-los a entender melhor as necessidades e preocupa??es dos clientes e a se comunicarem de forma mais eficaz. E por último Promova a comunica??o interna .

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2 Provide specific and timely feedback

Feedback is essential for learning and improvement, but it has to be specific and timely. Instead of giving vague or general comments, focus on concrete examples and behaviors that illustrate what they did well or what they need to change. For example, you can say, "I liked how you expressed sympathy for the customer's situation and explained the next steps in the claim process" or "You need to avoid interrupting the customer or using jargon that they may not understand." Also, try to give feedback as soon as possible after the interaction, while it is still fresh in their memory and relevant to their work.

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Rory Haynie

President & CEO at LegalNet Inc
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Absolutely agree that providing specific and timely feedback is crucial for personal and professional growth. When we offer feedback, it's important to pinpoint exact examples and behaviors, just as you mentioned. This not only clarifies our points but also helps the recipient understand what they did well or where improvements are needed. Additionally, delivering feedback promptly ensures that it remains relevant and impactful, allowing individuals to apply it right away and enhance their performance. Most importantly, make sure you're including good feedback with the bad. Recognizing and celebrating successes and strengths alongside areas for improvement creates a balanced perspective. This can boost motivation and encourage growth.

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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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Get the employee to listen back to their calls and provide their own feedback. Sometimes when we take a step back and assess our own performance when pressure is removed, we can come across opportunities to gain insights into how to improve on our own. This can be built into a handler's annual performance review and can be discussed directly with the Claims Manager.

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3 Use coaching questions and scenarios

Coaching is not just telling your claims processors what to do or say, but helping them discover and apply their own solutions. You can use coaching questions and scenarios to stimulate their thinking and creativity, and to challenge them to improve their communication skills. For example, you can ask, "How would you handle a customer who is angry and frustrated about the delay in their claim?" or "What would you say to a customer who is confused about the policy terms and conditions?" Then, you can discuss their answers and offer suggestions or alternatives.

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RYAN EVANS

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Absolutely, I couldn't agree more. Coaching in the claims processing field is about empowering your team to think critically and find their own solutions. By using coaching questions and scenarios, you not only encourage them to tap into their creativity but also promote personal growth and skill development.

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4 Encourage peer learning and collaboration

Another way to coach your claims processors is to encourage them to learn from and collaborate with their peers. You can create opportunities for them to share their best practices, tips, and experiences with each other, such as through team meetings, online forums, or mentoring programs. You can also assign them to work together on challenging or complex claims, and to give and receive feedback from each other. Peer learning and collaboration can foster a culture of continuous improvement and mutual support among your claims processors.

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Rory Haynie

President & CEO at LegalNet Inc
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In today's remote work environment, knowledge sharing has become a significant challenge. We recognize the importance of learning from each other, even when working from home. To address this challenge, we have implemented a multifaceted approach. Firstly, we organize regular team get-togethers, whether through virtual meetings or in-person gatherings when feasible. These get-togethers provide an opportunity for team members to connect, share insights, and discuss best practices. Additionally, we encourage team members to participate in insurance industry events alongside their peers. This not only enhances their knowledge but also expands their professional network, allowing them to bring fresh ideas and perspectives back to our team.

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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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We use peer reviews at my current employer and I think it is a really useful tool to gain a different perspective on our performance. Peers will assess each other quite differently to managers and it gives a chance for horizontal learnings, rather than just top to bottom directional assessment.

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5 Monitor and measure their progress

Finally, you need to monitor and measure the progress of your claims processors in communication skills. You can use various tools and indicators to track their performance, such as customer satisfaction surveys, quality assurance scores, call metrics, or claim outcomes. You can also ask them to self-evaluate their skills and set goals for improvement. You should review their progress regularly and recognize their achievements or address their challenges. Monitoring and measuring their progress can help you adjust your coaching strategies and motivate your claims processors to keep improving.

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Steven Scissors CWCP, WCLS

Chief Client Officer
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The items listed are all excellent reminders. One item I would add is this. As an insurance claims processor it is important to remain neutral, in other words do not get judgmental or let your feelings spill over. Remain objective with each claim and never allow personal feelings to cloud your judgement.

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6 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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Chad Stockel

Senior Claims Specialist -- Business Insurance. Licensed Attorney
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Once the claim professional becomes visibly or audibly upset, nothing good will result. In addition to focusing on what was done/said, it's worth asking why the professional got upset, if they can recognize a pattern, and plan strategies to break that pattern in the future. It's also good to provide generalized guidance, such as the use of 4-7-8 breathing to assist with emotional regulation.

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How can you coach insurance claims processors to communicate more effectively?

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1 Assess their current skills

2 Provide specific and timely feedback

3 Use coaching questions and scenarios

4 Encourage peer learning and collaboration

5 Monitor and measure their progress

6 Here’s what else to consider

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