Claims, almost no one loves them (except restoration companies) but if you aren’t handling them with the right attitude and plan you are missing out on big opportunities. A claim is the only time your client uses your services so why don’t most agencies have a clear claims plan that maximizes opportunity?
All too often we see agencies that encourage the customer to call the carrier to report the claim. There are several challenges to this:
- The client will make unnecessary claims because they aren’t educated on how claims work
- What service are you providing in the person’s time of need if you aren’t coaching them through the claim
- Claims are an opportunity to win loyalty and referrals and not being involved hurts your relationship
Yes I know carriers want the client to call in the claim and I agree but you can field the call, set the stage and then warm transfer the call to the carrier.
Your key to being a claims rockstar is in the follow up and follow through. Make sure you call the client 3 days later to confirm an adjuster has been in touch. Recommend qualified vendors who can help make the building whole again. Also, get involved if you need to; your role is to be the client’s advocate.
In today’s world of social media people post almost instantly any accident or peril they are in. This means hundreds of people will see the event and constantly ask how it’s going. This means everything you do will be talked about, tweeted about and communicated. With the right claims process you can get amazing word of mouth!
