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Bedside Manner

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The Orlando Claims Association 11th annual CEU seminar & cook-off, February 23, 2023

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.

Lisa makes a point, with Cassandra “Cassie” Hand-Gallegos, AIC (at left) alongside

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!   

LMA Newsletter of 3-6-23

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Tags: adjuster emotional quotient, Florida Homeowners Insurance Market, Florida Property Insurance, Insurance Adjuster, Orlando Claims Association, Policyholder

“I have followed your weekly newsletter and podcasts and now have a full appreciation for what you bring to this industry.  You are an inspiring force, plain and simple.  I wanted you to know that you make a difference.  Thank you for all you do!”

Jeffrey Karam, CPCU
Bradenton, FL

“Another great Newsletter on Florida industry this week.  Your service and advocacy in Florida is very important to keeping me updated and apprised of the Florida insurance laws, trends and overall environment.  Something similar is very much needed in Louisiana, too.”

Jennifer Tedesco, Esq., Claims Director
Pharos Claims Services
Orlando, FL

“Lisa Miller is a true champion for the insurance industry, with her regular updates! We appreciate all you do and keeping us up to date on priority issues!”

Gillian Lloyd, Account Executive
Zywave
Milwaukee, WI

“Just wanted to say that I thoroughly love your newsletter. It’s is always informative and insightful to the ins and outs of our industry.  You are an inspiration and an important asset in the insurance world.  Keep up the great work!” 

Cynthia Scott, President
University Insurance Group
Davie, FL

“Thank you Lisa for staying on top of, as well as advocating, for Florida residents and legislative reform. Your newsletters are very informative and enjoy reading the points of view.”  

Shawna Miller, Sr. Claims Quality Assurance & Compliance Manager
Florida Peninsula Insurance Company
Jacksonville, FL

“Great article on Risk Rating 2.0!”

Austin Perez, Senior Policy Representative for Federal Housing, Valuation, Insurance and Commercial Issues
National Association of Realtors
Washington, D.C.

“Just a quick note to let you know how much I have appreciated your newsletter over the years and the assistance they offer for those in the field of claims. We depend on the information more than you will ever know!”

Laurie Rasberry, Chief Claims Officer
Acorn Claims
Prosper, Texas

“Lisa this is another great newsletter, and we appreciate the time and energy you put into these informative updates – you are on top of these topics!”

Mike Graham, CEO
Smart Vent Products, Floodproofing.com, & Risk Reduction Plus
Juno Beach, FL

“Your newsletter is fabulous!  I greatly appreciate the topics you expose, so that insurance professionals like myself can keep up with the latest events that affect the public we serve and ourselves.”

Cynthia Hoehn, Independent Property & Casualty Personal Lines insurance agent
Clermont, FL

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