Two Steps to improve the Claims process

Rob, thanks for sharing!

I find the best way to close a large commercial claim is to have to adjuster be assigned to obtained their own POL. An experienced Adjuster set the tone at the first meeting with the Broker, Client and Client's people to address what is in the policy, what is not and any fears anyone has. It is the job of the Adjuster to know the coverage of the policy before the inspection.? In a manuscript claims (large commercial claim) the broker has a large interest impressing the Insured, this is often root of many issues. In the first ten minutes of the meeting is the most important time for the adjuster to maintain control of the meeting. The Adjuster has a plan and rules for everyone to follow from the first phone call. The Adjuster in the field and on the ground has a working relations these people. It is the Adjusters job to make everyone relax and feel comfortable even when items are not covered. If the adjuster is successful the claim will move forward smoothly. Inspection, Reserve, First report, an advance will be given (if App,) Experts, 2 advance (based on receipts) report, closing POL sign. Negotiation and people skills are a most in this business, just as much as knowing how to rebuild a building.? I have closed thousands of claims for millions of dollars, only one claim re-open and went to court. I am happy to say they "lost".

Great article- only comment that I have relates to policy efficacy. In my experience brokers don’t think about claims when selecting the most appropriate coverage and they rarely ask for expert (claims) input.

How can the stress test help improve the claim process in favor of the insured?

Know your customer and deliver the promise...