Lisa talks with a television reporter at the insurance village, June 27, 2023
Recently, I attended another Hurricane Ian insurance village where almost 20 insurance companies gathered to offer personal service to those with claims. I attend as often as I can to work with the media, listen to consumers and lend a hand to the incredible insurance company claims personnel who work tirelessly to bring claims to an amicable resolution. Here are some observations from this most recent insurance village that differs from those in the past.
First, the media is extremely interested in calling out mistakes made by insurance companies. I interviewed with a reporter who was focused on a check that got lost in the mail and the resulting delayed policyholder payment. Despite having a copy of the envelope showing undeliverable to the address given by the public adjuster, the story’s angle was that the insurance company was negligent. Despite having talked to many consumers who walked out with a smile and happy with their claims resolution, those stories don’t make the news. So here’s a lesson for all of us in the industry: If you have a satisfied customer, ask them to go on camera, radio, and social media, or even better pen a letter sharing their good story. For that matter, have those sent to me and I will get those in the hands of the media and drive the message that insurance companies, policyholders, and others in the claims process do make mistakes but less than 6,000 requests for DFS intervention have been received out of almost 800,000 claims. To focus on 6,000 versus 800,000 does nothing constructive for anyone or anything!
A home in Ft. Myers Beach damaged in Hurricane Ian awaits repair, June 27, 2023
Second, I noticed that about 10% of those attending the village were public adjusters or other third parties. Most had a long list of claims and are using the insurance village as an easy way to attempt resolution with the insurance company representatives. In almost all the cases I observed, the insurance company personnel would repeat their requests for additional information and show emails and repetitive correspondence asking for the same information needed to resolve the claim. For some reason, the facts didn’t matter with many of these third parties and as the back and forth ensued, insurance company personnel, who were there to work directly with policyholders, were not able to use time wisely for the intended purpose of insurance village meetings.
Third, I was appalled at the roofer, public adjuster and other third party flyers, business cards and paraphernalia on the cars in the parking lot of the insurance village venue. These were collected and handed to CFO Jimmy Patronis’ investigative personnel to see if these solicitations complied with current Florida laws.
This past weekend, Ron Hurtibise, veteran South Florida Sun Sentinel insurance reporter, used much of my advice and guidance in his article on what to do when you have a claim. Ron wrote some very insightful, useful questions that he either crafted himself or received from his loyal readership. Would love to hear your input about this article so I can share those for a future story with Ron or other reporters. I asked one CEO for ideas and suggestions on the right answers, and his great advice was to make sure the policyholder has their correct cell phone number and email on file with their carrier. And the most important tip? Call your insurance company first! Amen!
Have a great week – and please keep reading!
LMA Newsletter of 7-10-23
