right talent has been selected, they will
want to deliver a superior customer experience and be part of the solution when
a problem arises. With this in mind,
leaders should actively and continually
seek out feedback. Embracing employees’ ideas and suggestions will encourage
even more valuable recommendations.
And one must never forget that frontline claims professionals are the most vital
part of any response and communication
plan since they are the first carrier touch
point for a customer who has suffered a
loss. Understanding that most customers want to hear from the company to
whom they have been paying their premiums, not necessarily a third party that
represents the carrier, it is essential that
the claims professional is well-informed.
If the initial interaction is handled effectively, there is a higher probability that
the claims process will work smoothly
and efficiently toward resolution.
While striving for perfection is
the goal, it will never be consistently
achieved, which means there will always
be opportunities for recovery. Embrac-
ing this eventuality is not to accept sub-
par performance, but a reality driven
by the heightened demands associated
with a catastrophe. Leaders should con-
sider formalizing a recovery strategy to
ensure that those opportunities, which
are without question more frequent dur-
ing catastrophes, are handled effectively
The recovery strategy should also in-
clude a method to effectively let frontline
claims professionals who are working
tirelessly to provide superior service de-
spite high claims volume, know that the
occasional “hiccup” is anticipated and the
leadership team is fully prepared to stand
behind them and play an active role in
assisting them with the recovery process.
Great leaders continually seek to learn.
They are never satisfied with the status
quo. They take every experience, good or
bad, and work to understand where there
are opportunities to improve. Whether it
is a major change in protocol or a minor
tweak to an internal process, there will be
things that should be done differently the
next time a catastrophic event happens. It
is not a matter of “if” but of “when.”
Joseph Salerno is vice president of claim
at Arbella Insurance Group. He can be
reached at email@example.com.
For More Info,
Call Toll Free: 1.800.865.8787 Or Visit Us Online At:
One Claim At A Time,
and that will never change.”
-William “Bubba” Ryan, CEO
“Earning Your Trust T
“We Do It Differently.” We do it better and our Insurance
Industry Partners love us for the money we save them and
the service we provide to their satisfied customers.
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Rytech.indd 1 27/07/15 9:42PM