Claim
s professionals face some of the toughest work in the insurance business. They have to juggle complex and sometimes conflicting information and apply them to policy provisions. Their work also involves a lot of negotiation – to either convince or to be convinced that certain provisions and facts should prevail.
In our many miles of travel over the years and the countless conferences and training sessions we provide to our clients and colleagues, we’ve picked up a lot of good practices from some of the greatest insurance professionals in this amazing business. One that we have been reminded of recently is the role that persuasion can play in the claims process. To be sure, there is a prescribed, logical negotiation process that must occur in claims negotiation and settlement, including mediation. But what role can (and should) the art of persuasion play? And how can you and your organization benefit?
Part of our role here at Lisa Miller & Associates is to pass along kernels of truth, knowledge, and the synergetic experience that we collectively amass along the way. This CLM article on “The Art of Convincing” is an easy read and useful reminder of the power of the Socratic methods of ethos, pathos, and logos, and how they can apply to the insurance claims process. There’s also a healthy dose of the values of patience and persistence included – something all of us can use!
And at left, another reminder, especially for our visitors to North Florida over the past couple of weeks. Up next: a warming recap of pertinent news and a preview of what’s ahead. Enjoy!
LMA Newsletter of 2-18-19
