The claim process can be full of priorities.  Paperwork, returning phone calls, proof of loss, unrestoreable contents and above all else the client should be the highest priority. One of the biggest problems; everybody is different.  Wow, that is really profound, I know.  But really, you have to truly grasp the idea when a claim is filed.  That first initial phone call to the insured after an insurance loss is yet another first impression for them.  How you handle the client will somewhat set the tone of how the claim will be handled going forward.

If you call and the insured has any ill will or uneasy feeling afterward, they could be on guard and defensive throughout the claim.  This can cause major delays in the process and possibly more money and time for you.  The goal at the end of the insurance claim is a happier client.  I chose “happier” intentionally.  You can’t always count on a client to be completely happy at the end of it all.  For one, them going through a claim, especially if it’s devastating, will never make them completely ecstatic at the end.  They usually have the feeling of “I wish this never happened to me” attitude.  I would consider it a successful claim process if you have a client “happier” at completion than when it first happened.  But obviously, if the client is happier at the end because they don’t have to work with you again is a bad thing.

Every client I have run into can be put into one of these 5 categories.  But, the same client can be in different categories at different parts of the claim.  I’ve handled insured’s that went from “The Crier” to “The Laugher” in a period of 5 minutes.  Handling the insured properly throughout each category will only help your chances of a successful claim process.

The Crier

There is nothing more uncomfortable then getting on the phone or in person and talking to a hysterical person.  How can you truly say “I understand” if you have never gone through a claim as severe as the one they just went through?  The goal with this type of insured is to make it all about them.  When you are making first contact, let them be and give them all the time in the world.  Handle them slowly.  Give them comforting words like, “I’m sorry for your loss(meaning insurance loss)”,“Is everything going at the pace you are comfortable with?” and “What can we do to help you right now?”  They need comfort and stability to know everything is going to be okay.
This type usually will go from “The Crier” to another type through a little time.  How you handle them now will help them go straight to “The Cheerleader” and hopefully soon.

The Hater

This is one of the most difficult to handle. These insured are usually bitter about what just happened and sometimes with just cause.  More than likely they are really upset about the loss because it was either something that was done intentionally to them (vandalism, break in, arson) or a dumb mistake by someone else (left sump pump unplugged, spotty work by a previous contractor).  Sometimes, who can blame them?  I would be just as upset.  But they don’t know how this is affecting the claim process.  Everybody will be walking on eggshells around them.

This is one area where you want them to feel like you understand.  If the same thing happened to you, by all means tell them you went through the exact same thing. Now, if you haven’t had this happen to you, say things like “I would be upset if that happened to me” or if the client is pretty vulgar you should be safe to say “That would piss me off” without them looking down at you.  In fact some will actually feel better.  The client wants to feel justified for being upset.  By giving them that feeling they will feel better about themselves and calm down over time and move to “The Cheerleader” insured.

The Laugher

There are people that deal with rough situations by laughing or being too jovial. Beware, underneath could be any of the other types laying dormant ready to come out.  Treat this delicately.  You should give in a little to the humor to find out what their true feeling is about the situation.  Then you can handle them accordingly.  This is a tough predicament to be in.  Please don’t be too involved with the humor because they can take it the wrong way and go straight to becoming “The Hater.” Sometimes, there are a few people that are just that way.  It is in their blood.  They like to laugh and be happy.  This isn’t a bad thing.  Be careful and on your toes a little just to be on the safe side.

The Challenger

This is a handle full of people that have too high of expectations.  They don’t understand the process and never will.  Most of the time it’s a long road ahead and there is nothing you can do to weather the storm.  It’s almost impossible for them to understand that you want to help and you understand.  At the end of the claim some will leave your agency no matter what happens.  In this case, pull out your insurance handbook, dot your I’s and cross your T’s.  Please don’t lose sleep over it.  Try your best but don’t cater because you will lose your mind and it will never stop.  Please understand that you will run into this group of people again and again.  It helps getting through it.

Sometimes, client like this are craving for someone to put them in their place.  They actually enjoy and need it.  You can transform this person by telling them off in a nice but direct way.  “Mrs. Jones, you have too high of expectations.  Stop.  We want to help you but you have to let us do our job.”  It may come time for you to stick your heals in the ground.  If you are not that type of person to be confrontational have someone else in your office do it.  Just don’t break your company policy by using the wrong words.

The Cheerleader

Every other type has the possibility to transform into “The Cheerleader” client.  Really, that is our goal isn’t it?  These are the best to deal with.  We, unfortunately by human nature, try harder for these people.  We go WAY beyond what is expected.  These clients are going to be our major cheerleaders for us down the road.  They do their part of the claim, ask quality questions and let us do what we love.  Often, they may be a little too involved but we don’t mind and actually understand why they are doing it.

The only thing that can ruin this relationship is if you REALLY screw it up.  Too many phone calls not returned can make this turn ugly.  If this relationship goes sour, we have nothing to blame but ourselves.  Just do the job that you love, servicing people, and you shouldn’t have any problems.

Conclusion

Every insured has different needs.  Identifying those early is the key to success.  This will help decipher what path you are going down and what path your going to take to bring them to “The Cheerleader.” When I make the first contact with the insured I try and asking them a question up front and see how they respond.  If it’s a fire loss, I ask “I was just informed you had a fire at your home, is everybody okay?” and gauge their response. Servicing the client is our number one goal and priority.  Anything we can do to help them become “The Cheerleader” will help them be a happier client in the end.