Customer Service Flashcards
(26 cards)
Make contact time frame
24 hours
If we do not make contact within ______ days of the report we see significant deterioration in our ultimate results.
6 days
3 Components of Adjusting Claims
Coverage
Liability
Damages
3 Claim Resolutions
Pay
Deny
Compromise
Pay
Insure of claimant presents a claim for damages. We agree with their assessment of the damages and pay the requested amounts.
Deny
The insured or claimant presents a claim for damages. We decline payment based on a coverage or liability issue.
Compromise
The insured or claimant presents a claim for damages. We do not have a coverage or liability issue but we do disagree on the amount requested and offer a compromised amount.
Claims Reps and Customer Service
Obtaining the cooperation of insureds, third party claimants, witnesses, and others who can provide information on a claim.
Relating and communicating with people sensitively and sincerely so they know they can trust the claim handler.
Negotiating effectively with insured’s, claimants or their attorneys.
Effective Questioning
process of asking the right questions at the right time to obtain all the relevant facts.
Active Listening
process of understanding and clarifying the meaning of the other persons’ questions, comments, and answers to your questions.
Act professionally
Use the standard telephone greeting; introduce yourself before “getting down to business”; explain the purpose of your call; refer to the insured or claimant as “Mr./Mrs./Ms./Dr./etc.” unless otherwise instructed; NEVER use foul language; maintain a positive attitude; keep the voice mail greeting updated.
Respond with empathy
Auto accidents are traumatic experiences; demonstrate concern for the insured/claimant; disagree effectively; identify and address the needs of the customer.
Keep the customer proactively informed
Be proactive in making outbound calls; take the time to explain the process and what will happen next; provide the customer with the documentation to support the discussion; thoroughly explain and actively manage vehicle repairs and the rental process.
Immediately responding to all customer inquiries
Return voice mail messages before the end of each day; provide answers to customer questions; if you do not know the answer – FIND OUT and follow up.
Don’t ask the customer to do something you can do
You are the claims expert, not the customer; it is your job to lead the adjustment process; take responsibility for the customer experience.
Do not use jargon
Don’t use claims and/or insurance lingo; explain clearly in terms the insured or claimant can understand.
Keep promises
Don’t commit to things that cannot be delivered on; when a commitment is made – DELIVER AS PROMISED! Tell the truth and provide accurate information. Set clear expectation
Set aside sufficient time for the call
Do not hurry callers through their conversations. If the adjuster has other commitments that must be kept, advise the caller early in the conversation and offer to set a call back time that is convenient to the caller.
Concluding the call
make sure to keep any commitments made and check for the customer’s understanding. At the end of each conversation, summarize the important points that were just discussed. Ask if the customer has any questions?
Effective messages
The employee’s name, company, claim number, telephone number to include area code and extension.
A brief statement of the call’s purpose. This could include specific questions, requests for specific information and/or documents, etc.
Any identifying information the caller will have to provide when returning the call, such as a claim number. When giving a string of numbers, talk slowly and clearly repeat the numbers at least twice.
The best day and time to return the call. Mention the time zone if necessary.
Response
a reaction a specific situation
Reaction
A reply or behavior prompted by external influences that stimulates thought and or behavior.
Reactive Behavior
indicates behavior out of control
Responsive Behavior
indicates behavior in balance
