We love our doctors who have bedside manners! In fact we sometimes comment about physicians based on how we connect with them and if we believe they have our best interest as their priority.
It was this preference that I used as the basis for the adjuster training session a team of us presented recently for the Orlando Claims Association (OCA). Over 300 participants, along with two lawyers and a seasoned claims executive as co-presenters, listened as I preached the gospel of adjuster emotional quotient (EQ) also known as adjuster bedside manner. It is my belief that 2 out of every 5 lawsuits could be avoided if the adjuster showed they cared! There are three themes of the class that I want to share with you. Claims professionals must:
- Demonstrate they care, sometimes more than demonstrating their claims expertise;
- Spend time with the policyholder at their time of need to listen to the tragedy, destruction, and/or pain; and,
- Provide confidence that the insurance company will be fair, based on the coverage at the time and if necessary, help the customer reach an inside party within the company to explain the policyholder’s coverage.
During class, I asked the adjusters, particularly those who work in the field, to not say things like:
“I’m just here to take pictures and I don’t know what your policy covers,” or “I have several more homes to look at and I only have a few minutes,” or worse “I don’t have your policy so I have no idea what you will get from the company.”
Suffice to say we had a lovely 4 hours to brainstorm, focus and renew the enthusiasm of being an insurance professional! I am happy to share more if you have ideas and innovation!
Enjoy your week and thanks for continuing to read our newsletter which will now arrive every week until the 2023 legislative concludes the first week of May!