Part of improving the customer experience involves the flow of information
between the carriers and their insureds.
“Improving the experience almost completely relates to keeping the insured informed of the process, giving the insured
an option to make inquiry at any time of
day (which is critical in CAT situations),
and making the policy benefits and limitations clear up front so that no one is
blindsided,” stresses Crosa.
Peters believes that it’s important for
adjusters or other insurance company
representatives to visit the sites so they
understand the full scope of the issues
involved and interact with their insureds.
“Clients like to see the adjusters and ad-
dress questions. Contractors like to see
the adjusters out there to show them the
scope of the cleanup and restoration.” Pe-
ters has seen so many times that “A job
is done start to finish and nobody from
the insurance company even saw the job.
They question the costs or why it took so
long to do the job. They don’t understand
the details when they don’t see the jobs.”
For restoration companies, mobiliz-
ing after a catastrophe requires the pre-
cision of a well-oiled machine. Bringing
in equipment and supplies quickly to a
stricken area is mandatory, especially
following events like tornadoes or hur-
ricanes that impact an entire geographic
area. Because of underlying conditions
such as blocked roads, lack of power,
gasoline shortages, curfews and other
issues, it is an expensive and time-
After Hurricane Katrina, BELFOR
had more than 3,000 employees working
in and around New Orleans for months
drying out structures and working with
other companies to rebuild the city’s infrastructure. Following Hurricane Sandy,
the company had 2,000 employees working in New York City and the surrounding areas; they even brought in technical
experts from around the world to assist
their restoration efforts. Because access
to gasoline was so difficult in some places, the company brought in tanker trucks
from as far away as Michigan to run their
generators, vehicles and other equipment. Amarante explains that on large
projects the company brings in their own
nurses and security if necessary. It’s not
unusual for a firm to also bring in portable showers for workers, temporary accommodations and even their own catering so their employees are cared for and
fed while they’re working to serve the
The Customer Experience
Is Getting Better
The good news is that insurers continue
to learn from previous events and are
seeing improvements in customer satis-
faction. “I certainly think we are all mov-
ing in the same direction when it comes
to catastrophe responses and customer
service,” says Harden. “I think speed of
response and level of training for staff is
what everyone needs to focus on in order
to serve their customers better.”
With so many parties responsible for
the customer’s satisfaction after a loss,
it’s important that they work together
to manage the claims efficiently, com-
municate among themselves and with
the insured, and use the many tools
available to provide the best experience
possible under the most difficult of cir-
Insureds want to see or at least speak with their carrier’s
representative after the loss. Anyone working for a carrier
in any capacity represents the company to the insured
and has the ability to impact the customer’s satisfaction.
Competing priorities and insufficient resources
can quickly derail your recovery efforts.
Spartan Recoveries understands the obstacles in managing a successful
subrogation program. We offer customized solutions to support your
recovery initiatives and keep your subrogation program on the right track.
DON’T LET YOUR RECOVERY DOLLARS GET DIVERTED…
CALL SPARTAN RECOVERIES AT 203-312-1708.
Visit our website at www.SpartanRecoveries.com.
Superior Technology — Outstanding Results
ARe You on TRACk?
A WELL EXECUTED SUBROGATION PROGRAM CAN HAVE
A VERY POSITIVE IMPACT ON YOUR BOTTOM LINE.