{"id":18899,"date":"2021-04-14T12:00:00","date_gmt":"2021-04-14T12:00:00","guid":{"rendered":"https:\/\/try.experience.com\/news\/?p=18899"},"modified":"2025-04-23T01:53:15","modified_gmt":"2025-04-23T01:53:15","slug":"insurance-claims-giving-thanks","status":"publish","type":"post","link":"https:\/\/try.experience.com\/resources\/insurance-claims-giving-thanks\/","title":{"rendered":"Let\u2019s Give Thanks to Those Who Feel Thankless"},"content":{"rendered":"<div  class=\"tatsu-i0qi91r20yd8xfvw tatsu-section  tatsu-bg-overlay   tatsu-clearfix\" data-title=\"\"  data-headerscheme=\"background--dark\"><div class='tatsu-section-pad clearfix' data-padding='{\"d\":\"15px 0px 15px 0px\"}' data-padding-top='15px'><div class=\"tatsu-row-wrap  tatsu-wrap tatsu-row-one-col tatsu-row-has-one-cols tatsu-medium-gutter tatsu-reg-cols  tatsu-clearfix tatsu-i0qi91r22jd9xvcs\" ><div  class=\"tatsu-row \" ><div  class=\"tatsu-column  tatsu-bg-overlay tatsu-one-col tatsu-column-image-none tatsu-column-effect-none  tatsu-i0qi91r23o1zvfdt\"  data-parallax-speed=\"0\" style=\"\"><div class=\"tatsu-column-inner \" ><div class=\"tatsu-column-pad-wrap\"><div class=\"tatsu-column-pad\" ><div  class=\"tatsu-module tatsu-text-block-wrap tatsu-i0qi91r24naqx3k5  \"><div class=\"tatsu-text-inner tatsu-align-center  clearfix\" ><style>.tatsu-i0qi91r24naqx3k5.tatsu-text-block-wrap .tatsu-text-inner{width: 100%;text-align: left;}<\/style><p>\n<\/div><\/div><\/div><\/div><div class = \"tatsu-column-bg-image-wrap\"><div class = \"tatsu-column-bg-image\" ><\/div><\/div><div class=\"tatsu-overlay tatsu-column-overlay tatsu-animate-none\" ><\/div><\/div><style>.tatsu-row > .tatsu-i0qi91r23o1zvfdt.tatsu-column{width: 100%;}.tatsu-i0qi91r23o1zvfdt.tatsu-column > .tatsu-column-inner > .tatsu-column-overlay{mix-blend-mode: normal;}.tatsu-i0qi91r23o1zvfdt > .tatsu-column-inner > .tatsu-top-divider{z-index: 9999;}.tatsu-i0qi91r23o1zvfdt > .tatsu-column-inner > .tatsu-bottom-divider{z-index: 9999;}.tatsu-i0qi91r23o1zvfdt > .tatsu-column-inner > .tatsu-left-divider{z-index: 9999;}.tatsu-i0qi91r23o1zvfdt > .tatsu-column-inner > .tatsu-right-divider{z-index: 9999;}<\/style><\/div><\/div><\/div><\/div><div class=\"tatsu-section-background-wrap\"><div class = \"tatsu-section-background\" ><\/div><\/div><div class=\"tatsu-overlay tatsu-section-overlay\"><\/div><style>.tatsu-i0qi91r20yd8xfvw .tatsu-section-pad{padding: 15px 0px 15px 0px;}.tatsu-i0qi91r20yd8xfvw > .tatsu-bottom-divider{z-index: 9999;}.tatsu-i0qi91r20yd8xfvw > .tatsu-top-divider{z-index: 9999;}.tatsu-i0qi91r20yd8xfvw .tatsu-section-overlay{mix-blend-mode: normal;}<\/style><\/div><div  class=\"tatsu-gsw2d3osjfcrxk6n tatsu-section  tatsu-bg-overlay   tatsu-clearfix\" data-title=\"\"  data-headerscheme=\"background--dark\"><div class='tatsu-section-pad clearfix' data-padding='{\"d\":\"15px 0px 15px 0px\"}' data-padding-top='15px'><div class=\"tatsu-row-wrap  tatsu-wrap tatsu-row-one-col tatsu-row-has-one-cols tatsu-medium-gutter tatsu-reg-cols  tatsu-clearfix tatsu-gsw2d3osleehryy8\" ><div  class=\"tatsu-row \" ><div  class=\"tatsu-column  tatsu-bg-overlay tatsu-one-col tatsu-column-image-none tatsu-column-effect-none  tatsu-gsw2d3osmndrmlp6\"  data-parallax-speed=\"0\" style=\"\"><div class=\"tatsu-column-inner \" ><div class=\"tatsu-column-pad-wrap\"><div class=\"tatsu-column-pad\" ><div  class=\"tatsu-module tatsu-text-block-wrap tatsu-gsw2d3osnw8i2vyh  \"><div class=\"tatsu-text-inner tatsu-align-center  clearfix\" ><style>.tatsu-gsw2d3osnw8i2vyh.tatsu-text-block-wrap .tatsu-text-inner{width: 100%;text-align: left;}<\/style><p><\/p>\n<p>You can ask anyone that has ever handled a Claim and they will always respond in the same way.\u00a0 There is at least one time, if not many, when they\u2019ve felt stuck in a thankless job.<\/p>\n<p><\/p>\n<p><\/p>\n<p>If we think about what an adjuster does at the very core of their job, we might find out why this is the case.\u00a0 And more importantly what we can do as Claims leaders to better support our teams.<\/p>\n<p><\/p>\n<p><\/p>\n<p>First things first, the first time an adjuster is speaking to a customer is after they\u2019ve filed a Claim.\u00a0\u00a0<\/p>\n<p><\/p>\n<p><\/p>\n<p>That means something terrible has happened to that customer.\u00a0 They\u2019ve been in a car accident, there\u2019s damage to their home, someone\u2019s been hurt, something bad happened at their business.<\/p>\n<p><\/p>\n<p><\/p>\n<p>No matter the scenario or insurance type, that person is having a bad day.\u00a0 Quite possibly the worst day of their life.<\/p>\n<p><\/p>\n<p><\/p>\n<p>Now let\u2019s add a bit more stress on that customer.\u00a0 They now have to \u201cdeal with insurance.\u201d\u00a0 A product they probably didn\u2019t want to buy in the first place and they certainly never wanted to ever have to use.\u00a0\u00a0<\/p>\n<p><\/p>\n<p><\/p>\n<p>And odds are the customer has never had to place a claim previously.\u00a0 So they\u2019re entering the unknown.\u00a0 Which is never a good thing.<\/p>\n<p><\/p>\n<p><\/p>\n<p>In steps the adjuster.\u00a0 This adjuster has the ability to be an absolute rockstar.\u00a0 To help that person pick up the pieces of their life and get things back on track.\u00a0\u00a0<\/p>\n<p><\/p>\n<p><\/p>\n<p>That adjuster helps a family get the car back on the road quickly so they can still make that family road trip vacation.\u00a0 That adjuster gets a business back up and running after a fire damaged the building so that the owner can get his employees back to work to support their families.\u00a0 That adjuster gets a family out of the hotel they\u2019ve been temporarily living in after their home was severely damaged by a burst pipe.<\/p>\n<p><\/p>\n<p><\/p>\n<p>In each and every one of these stories the adjuster did an amazing job to help the customer.\u00a0 But really the adjuster got the customers back to normal.\u00a0\u00a0<\/p>\n<p><\/p>\n<p><\/p>\n<p>That\u2019s where the customer was before the loss.\u00a0 That\u2019s where they should be after the Claim.<\/p>\n<p><\/p>\n<p><\/p>\n<h2 class=\"wp-block-heading\"><strong>That\u2019s the expectation.<\/strong><\/h2>\n<p><\/p>\n<p><\/p>\n<p>It\u2019s not like other industries when an employee does an amazing job and the customer has something new and shiny for which they can thank the employee.<\/p>\n<p><\/p>\n<p><\/p>\n<p>Don\u2019t get me wrong.\u00a0 On the whole, insurance customers are extremely appreciative once the Claims process is behind them.\u00a0 But does the adjuster often know this?\u00a0 Or feel this?<\/p>\n<p><\/p>\n<p><\/p>\n<p>OK, this is where Claim leaders can make a huge impact on the adjuster\u2019s life.\u00a0 And no I\u2019m not exaggerating here.\u00a0\u00a0<\/p>\n<p><\/p>\n<p><\/p>\n<p>It can be a matter of changing that adjuster\u2019s feelings about themselves and their job as \u201cjust processing claims\u201d to helping customers through the toughest points in their life.\u00a0 It\u2019s a matter of changing it from \u201cjust a job\u201d moving from claim to claim to a fulfilling career based on service of their customers.<\/p>\n<p><\/p>\n<p><\/p>\n<h2 class=\"wp-block-heading\"><strong>Let\u2019s talk about how we can make that impact.<\/strong><\/h2>\n<p><\/p>\n<p><\/p>\n<p>First, most Claims departments I speak to do in fact seek feedback from their customers about their Claims experience.\u00a0 This is typically done by way of a post-closed Claim survey.\u00a0 Some forward thinking Claims departments even seek insight from their customers about the major moments throughout the Claims process.<\/p>\n<p><\/p>\n<p><\/p>\n<p>As the norm is to survey after the Claim, the feedback received may be 30, 60, 90 days or even older.\u00a0\u00a0<\/p>\n<p><\/p>\n<p><\/p>\n<p>In addition, I often see surveys that are very generic.\u00a0 They\u2019re not personalized to the adjuster that the customer worked with.\u00a0 Not only does this hurt response rates (meaning less actionable data) but it also means it doesn\u2019t tie the adjuster specifically to that customer.<\/p>\n<p><\/p>\n<p><\/p>\n<p>Worse yet the adjuster may not see the individual results of these surveys.\u00a0\u00a0<\/p>\n<p><\/p>\n<p><\/p>\n<p>Sure they may see on an adjuster scorecard or monthly report that 97% of their customers are likely to renew, 95% of their customers are satisfied, and 93% of their customers agree that they responded timely.\u00a0\u00a0<\/p>\n<p><\/p>\n<p><\/p>\n<p>This is great information for Claims leadership to make data-driven decisions about improvements to processes and how better to coach up the people on the team.\u00a0 But what does it really do for the adjuster?\u00a0 If that adjuster\u2019s 93% of customers agreeing about their timeliness jumps to 97%, what does that mean to the adjuster?\u00a0 Does it make them feel any better about themselves or their job?<\/p>\n<p><\/p>\n<p><\/p>\n<p>And finally some of the most moving portions of surveys I\u2019ve seen have been the open-ended customer comments.\u00a0 Where they tell their stories about the road trip vacation, getting the business reopened to help their employees\u2019 families and getting out of the hotel and back to home sweet home.<\/p>\n<p><\/p>\n<p><\/p>\n<p>But do the adjusters see all of these?\u00a0 And if they do, is it weeks or months after the fact that it doesn\u2019t directly affect them?<\/p>\n<p><\/p>\n<p><\/p>\n<p>Let me give you some \u201cwhat-ifs\u201d to see how this may impact the lives of your adjusters.<\/p>\n<p><\/p>\n<p><\/p>\n<p>What if you were to make your post-close survey real-time and personalized to the adjuster?\u00a0 What if you had automatic notifications about a happy customer and their comments being delivered directly to the adjuster as the customer makes them?<\/p>\n<p><\/p>\n<p><\/p>\n<p>What if all of the \u201cthank yous\u201d and comments are housed in an adjuster scorecard as well as a team and department scoreboard?<\/p>\n<p><\/p>\n<p><\/p>\n<p>What if all of the survey data populates a leadership dashboard with a custom algorithm that stack-ranks all of the adjusters in a team or department, so that the leader can recognize and reward top performers and coach up those that are struggling based on their specific needs?<\/p>\n<p><\/p>\n<p><\/p>\n<p>I know that\u2018s a lot of \u201cWhat-ifs\u201d but really ask yourself.\u00a0 What would those mean to your team?<\/p>\n<p><\/p>\n<p><\/p>\n<h2 class=\"wp-block-heading\"><strong>If you\u2019re still struggling let me give you a real world example.<\/strong><\/h2>\n<p><\/p>\n<p><\/p>\n<p>Clara just resolved Mr. Isaac\u2019s homeowners Claim that he had to file when his home burned down.\u00a0 Mr. Isaac receives an invitation from Clara via email (as that is his preferred contact method) to take the Claims survey.\u00a0 (BTW, this invitation is automatically generated so Clara didn\u2019t have to do anything additional because we know she\u2019s already busy enough).\u00a0\u00a0<\/p>\n<p><\/p>\n<p><\/p>\n<p>Mr. Isaac opens the email because it\u2019s coming from Clara, whom he\u2019s been working with for the past 6 months.\u00a0 He leaves a heartfelt message thanking Clara for getting the family back in the home prior to the holidays.<\/p>\n<p><\/p>\n<p><\/p>\n<p>The moment that Mr. Isaac hits submit Clara is getting a notification about the feedback.\u00a0 Clara\u2019s supervisor, Sally, is also getting a notification.\u00a0 The comments and data are being populated to Clara\u2019s adjuster scorecard that Sally uses during their weekly one-on-ones.\u00a0 And it\u2019s also being populated on the executive dashboard and the department\u2019s adjuster leaderboard that is reviewed by the Chief Claims Officer and CEO.\u00a0 All at the same time!<\/p>\n<p><\/p>\n<p><\/p>\n<p>From there, Sally sends Clara a congratulations on receiving the great feedback quoting Mr. Isaac.\u00a0 During their weekly one-on-one, Sally brings up the positive feedback again.\u00a0 At month end the Chief Claims Officer presents monthly awards based upon the executive dashboard and leaderboard and Mr. Isaac\u2019s comments lead to Clara being \u201cAdjuster of the Month.\u201d<\/p>\n<p><\/p>\n<p><\/p>\n<h2 class=\"wp-block-heading\"><strong>Now I\u2019ll ask you:<\/strong><\/h2>\n<p><\/p>\n<p><\/p>\n<p>Will Clara be working in a thankless job, or will she feel appreciated and know that she is working a fulfilling career that is impacting the lives of her customers?<\/p>\n<p><\/p>\n<p><\/p>\n<p>If you want to ensure the best Claims experiences for your customers, you have to start with your adjusters\u2019 experiences.\u00a0 As Sir Richard Branson says, \u201cClients do not come first. Employees come first. If you take care of your employees, they will take care of the clients.\u201d<\/p>\n<p><\/p>\n<p>\u00a0<\/p><\/div><\/div><\/div><\/div><div class = \"tatsu-column-bg-image-wrap\"><div class = \"tatsu-column-bg-image\" ><\/div><\/div><div class=\"tatsu-overlay tatsu-column-overlay tatsu-animate-none\" ><\/div><\/div><style>.tatsu-row > .tatsu-gsw2d3osmndrmlp6.tatsu-column{width: 100%;}.tatsu-gsw2d3osmndrmlp6.tatsu-column > .tatsu-column-inner > .tatsu-column-overlay{mix-blend-mode: normal;}.tatsu-gsw2d3osmndrmlp6 > .tatsu-column-inner > .tatsu-top-divider{z-index: 9999;}.tatsu-gsw2d3osmndrmlp6 > .tatsu-column-inner > .tatsu-bottom-divider{z-index: 9999;}.tatsu-gsw2d3osmndrmlp6 > .tatsu-column-inner > .tatsu-left-divider{z-index: 9999;}.tatsu-gsw2d3osmndrmlp6 > .tatsu-column-inner > .tatsu-right-divider{z-index: 9999;}<\/style><\/div><\/div><\/div><\/div><div class=\"tatsu-section-background-wrap\"><div class = \"tatsu-section-background\" ><\/div><\/div><div class=\"tatsu-overlay tatsu-section-overlay\"><\/div><style>.tatsu-gsw2d3osjfcrxk6n .tatsu-section-pad{padding: 15px 0px 15px 0px;}.tatsu-gsw2d3osjfcrxk6n > .tatsu-bottom-divider{z-index: 9999;}.tatsu-gsw2d3osjfcrxk6n > .tatsu-top-divider{z-index: 9999;}.tatsu-gsw2d3osjfcrxk6n .tatsu-section-overlay{mix-blend-mode: normal;}<\/style><\/div><div  class=\"tatsu-i0qi91r2nq211zyy tatsu-section  tatsu-bg-overlay   tatsu-clearfix\" data-title=\"\"  data-headerscheme=\"background--dark\"><div class='tatsu-section-pad clearfix' data-padding='{\"d\":\"15px 0px 15px 0px\"}' data-padding-top='15px'><div class=\"tatsu-row-wrap  tatsu-wrap tatsu-row-one-col tatsu-row-has-one-cols tatsu-medium-gutter tatsu-reg-cols  tatsu-clearfix tatsu-i0qi91r2p0cxmv4k\" ><div  class=\"tatsu-row \" ><div  class=\"tatsu-column  tatsu-bg-overlay tatsu-one-col tatsu-column-image-none tatsu-column-effect-none  tatsu-i0qi91r2q19efbd9\"  data-parallax-speed=\"0\" style=\"\"><div class=\"tatsu-column-inner \" ><div class=\"tatsu-column-pad-wrap\"><div class=\"tatsu-column-pad\" ><div  class=\"tatsu-module tatsu-text-block-wrap tatsu-i0qi91r2ra74ja8v  \"><div class=\"tatsu-text-inner tatsu-align-center  clearfix\" ><style>.tatsu-i0qi91r2ra74ja8v.tatsu-text-block-wrap .tatsu-text-inner{width: 100%;text-align: left;}<\/style>\n<\/div><\/div><\/div><\/div><div class = \"tatsu-column-bg-image-wrap\"><div class = \"tatsu-column-bg-image\" ><\/div><\/div><div class=\"tatsu-overlay tatsu-column-overlay tatsu-animate-none\" ><\/div><\/div><style>.tatsu-row > .tatsu-i0qi91r2q19efbd9.tatsu-column{width: 100%;}.tatsu-i0qi91r2q19efbd9.tatsu-column > .tatsu-column-inner > .tatsu-column-overlay{mix-blend-mode: normal;}.tatsu-i0qi91r2q19efbd9 > .tatsu-column-inner > .tatsu-top-divider{z-index: 9999;}.tatsu-i0qi91r2q19efbd9 > .tatsu-column-inner > .tatsu-bottom-divider{z-index: 9999;}.tatsu-i0qi91r2q19efbd9 > .tatsu-column-inner > .tatsu-left-divider{z-index: 9999;}.tatsu-i0qi91r2q19efbd9 > .tatsu-column-inner > .tatsu-right-divider{z-index: 9999;}<\/style><\/div><\/div><\/div><\/div><div class=\"tatsu-section-background-wrap\"><div class = \"tatsu-section-background\" ><\/div><\/div><div class=\"tatsu-overlay tatsu-section-overlay\"><\/div><style>.tatsu-i0qi91r2nq211zyy .tatsu-section-pad{padding: 15px 0px 15px 0px;}.tatsu-i0qi91r2nq211zyy > .tatsu-bottom-divider{z-index: 9999;}.tatsu-i0qi91r2nq211zyy > .tatsu-top-divider{z-index: 9999;}.tatsu-i0qi91r2nq211zyy .tatsu-section-overlay{mix-blend-mode: normal;}<\/style><\/div>","protected":false},"excerpt":{"rendered":"<div><a href=\"https:\/\/try.experience.com\/resources\/insurance-claims-giving-thanks\/\" class=\"exp-read-more exp-read-more-underlined\">Read More<\/a><\/div>\n","protected":false},"author":1,"featured_media":19392,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"wpb-single-post.php","format":"standard","meta":{"footnotes":""},"categories":[23],"tags":[209,226,208,225],"solutions":[10,11],"industries":[6],"class_list":["post-18899","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-article","tag-customer-experience-managemnet","tag-employee-experience-management","tag-insurance-claims-department","tag-wow-experiences","solutions-customer-experience","solutions-employee-experience","industries-insurance"],"_links":{"self":[{"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/posts\/18899","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/comments?post=18899"}],"version-history":[{"count":0,"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/posts\/18899\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/media\/19392"}],"wp:attachment":[{"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/media?parent=18899"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/categories?post=18899"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/tags?post=18899"},{"taxonomy":"solutions","embeddable":true,"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/solutions?post=18899"},{"taxonomy":"industries","embeddable":true,"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/industries?post=18899"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}