Experience is key to handling difficult claims
The insurance industry is a diverse and sometimes complex business to work in. There are always different scenarios , personalities and concerns to address with each claim . I have been fortunate over the years to have worked with many talented individuals on numerous difficult losses. The single most important item in closing files is the combined experience of the team involved. Experience is not defined only by time served or designations. Each individual brings their own qualifications , exposures and personality to the team.
Communication with an insured in a difficult file is crucial. With the correct team assembled, meetings and discussions will build the insureds confidence in the insurer and their appointed representatives. I am sure you have all experienced a file turning bad on you after a particularly heated meeting with an insured. This will happen even with the best people involved. Attitude , presentation , body language , speaking ability and more , all play a part in how the insured perceives his claim's representatives. We will not be able to satisfy all of our insureds but surrounding yourself with an experience team from the start will help. Good luck.