PropertyCasualty360.com Claims Magazine JANUARY 2017 21
16 Secrets to
You’re enjoying a calm morning in the claims department until your phone rings. On the line is an irate commercial account
wanting you to visit next week to discuss
complaints about the unit’s adjusting ser-
vice. Or, an insurance broker requests that
you visit a policyholder to review reserves
and discuss claim-handling procedures. Al-
ternatively, your marketing rep asks you to
join her to visit an account that is up for re-
newal to tout the advantages of staying with
PREPARATION HELPS MAXIMIZE
By Kevin Quinley
your company due to its claim-handling
No matter the context, making client
calls is a challenge for claims professionals.
Such encounters induce anxiety and dread.
Instead of angst, though, claims professionals can feel prepared by having a protocol
for such meetings and commanding the
agenda. Here is the claims professional’s
“playbook” for planning and executing a
successful claim-oriented client call:
1. Lay the groundwork.
Confirm the meeting date and time in advance. Clients are busy. Email a few days
before the visit, confirming the date and
time. Tell the client you look forward to
2. Get driving directions.
Map these out in advance and/or make sure
that you have a functioning GPS. Build in
commute time to the client’s office. Factor
in sign-in time at the front desk, finding the
right building, etc.
3. Involve the broker.
They are protective about client relationships. They bristle at anything they view as
going around them. As intermediaries, they
expect to be the liaison between the insurer
and policyholder. Before scheduling a client meeting, contact the broker and let him
or her know of your desire to meet. Ask if
the broker wants to help schedule or participate.
Often, a meeting request comes from the
client or from the broker, perhaps due to
claim problems or concerns. The point: pay
the broker the courtesy and avoid ruffled
4. Send an advance draft agenda.
Know your aims for the meeting. What exactly do you want to accomplish? Discuss
reserves? Review open claims? Address client servicing issues or complaints? Evaluate
defense counsel who represent policyholders? Discuss contentious coverage situations? Strengthen the client relationship?
These are just examples. Share with the client an advance draft agenda, inviting them
to add further topics they want covered.
5. Do your homework!