two football players tackling
Property Casualty

Blocking and Tackling in the Insurance Claims Process

Rod Miner
Rod Miner
Vice President of Commercial Claims, Property Casualty

Isn’t it funny how sometimes the largest issue or hurdle is one that is clearly known and possibly simple to fix? For the sake of a football comparison, it isn’t the complexity of the play or the speed and strength of the players — it’s the blocking and tackling. The basics that should seem simple, but without them, success is difficult.

The same could be said for serving clients, and especially in adjudicating insurance claims. While technology and artificial intelligence (AI) are making their way into the industry, it’s the blocking and tackling that lead the way for most common client concerns.

Client Experience with Insurance Claims Handling

PropertyCasualty360 recently published a story regarding a Hi Marley claim satisfaction survey of 25,000 clients. The input was strongly positive, but the insight into the negative experiences is enlightening (yet, not surprising).

The factors that most significantly affect client satisfaction include timeliness of service and resolution, adjuster attitude and approach, process effectiveness, and communication. It all sounds simple enough but has historically always been the problem.

Adjuster attitude was the most prominent issue for positive feedback. Poor communication was most commonly mentioned for negative feedback, stating it was ineffective or sub-optimal.

Human Connection Amplifies Insurance Claims Process

Technology is trying to make an impact. There are vendors that offer different methods to communicate with clients and even their injured employees or claimants in 3rd party loss events. This will become more prevalent, but it’s important to point out that this same survey found more than 80 percent of respondents still feel it crucial to be able to speak with a live representative if necessary — meaning that direct, human connection will always be required for successful claim handling and resolution of most claims.

This is where the value of Holmes Murphy claim consultants and specialists comes into play. Our role is not to do the adjusters’ or claims supervisors’ jobs. Sure, we are often reviewing policies, helping support claimed amounts, and analyzing loss trends; however, we can help ensure the service and responsiveness is provided for our clients.

For example: When we work with clients (and even some adjusters) directly on the claims process, we’re able to provide education, clarify expectations, and direct, proactive follow up that lays out key communication catalysts, timing, and players. Sometimes, we may even serve as buffers, counselors, or coaches, when personalities don’t match or “attitudes” aren’t the best between clients and adjusters. This is part of the broad consultative role as advocates our group engages with every single day.

The quarterback’s cannon arm or linebackers bench press records are nice, but without the blocking and tackling, they may not matter.

Knowing this, how can we help you have a solid insurance claims experience? Reach out to us and let us know!

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