| Author |
 Topic  |
|
Jimbo
USA
10 Posts |
 Posted - 02/17/2003 : 13:53:50
|
For me, one of the most important things to managing my time, is the 1st contact phone call. At most storms, the call goes something like this:
"I'm Jimbo with ___________. I just received your claim and would like to discuss your damage with you so that I can inspect the homes with the worst damage first. Is your home livable?" Asking this usually puts the severity of the damage in perspective to the insured. Depending on the answer, I may set the appointment for the next day, or tell them that it could be a few days before I call them back to set the appointment.
If necessary, discuss an emergency repairs that need to be made immediately and ask questions like, "Is your home one-or two stories? Is your roof steep? I will need to inspect the outside of your house-do you have dogs in the yard? Have you had previous claims?" Before ending the call I discuss the insured's deductible with them (very important). Then I leave my phone number with them in case they have questions or concerns, and so the insured won't be taking up the time of the claims office staff.
This time spent on the phone usually puts the insured at ease and lets me know if I need to request old claim files, take a 2-story ladder, get special directions, etc. It also allows me to be sure the insured understands the "claims process".
My point to the newbies is spending a few extra minutes on the phone, you can save time in the long-run by "knowing before you go" to each claim.
Hope this is helpful.
Jimbo
Personally, I always leave MY number with them instead of the storm office's. |
 |
|
|
CatDaddy
USA
310 Posts |
Posted - 02/17/2003 : 14:08:58
|
Good points Jimbo. I agree.
I use to give them my phone number too. After the 3rd or 4th call I got, 6 months later, after I was home, sitting in my living room, from an insured asking me questions about their claim, I stopped. Has that ever happened to anyone else?
That's my personal experience though. Hopefully its going better for the rest of ya. |
|
|
|
Jimbo
USA
10 Posts |
Posted - 02/17/2003 : 14:16:19
|
CatDaddy---
You ARE right. I have had a few of those calls myself---One was a full year after I had gotten home from the storm. I should have been more clear....I leave my local contact number instead of my personal cell-or-home number.
Jimbo |
|
|
|
CatDaddy
USA
310 Posts |
Posted - 02/17/2003 : 14:22:46
|
| I just changed my voice mail message. Newt, I gave them your home number. How's that for a training opportunity? (smile) |
|
|
|
Newt
USA
657 Posts |
Posted - 02/17/2003 : 15:37:50
|
How do I answer, "Dog pound", "this is classified files" you may never get another call.:>)
By the way I am lurking on the fringes here getting all you guys know about dealing with the phone calls. This is an important part of dealing with people that are usually upset by their loss.
Its like calls I use to get by people that had a floor collapse because termites had eat the beams up, and no coverage. I always asked them to get an estimate before I gave them one, and not tell me what it was. That way they were over the shock when they got mine. |
Edited by - Newt on 02/17/2003 15:40:29 |
|
|
|
CatDaddy
USA
310 Posts |
Posted - 03/09/2003 : 10:23:04
|
??????????
You lost me Craig. You're not at the Internet Cafe, drinking and posting again are you? Do you need CatDaddy to come give you a ride home?
CD |
|
|
|
CCarr
Canada
1200 Posts |
Posted - 03/09/2003 : 10:45:14
|
| Well Lannie, I must say that your post was both appropriate and humorous. Well done. |
|
|
|
Topic |
|
|
|
Time Management Tools and Techniques for Adjusters
Forum Locked
