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JimF
USA
1014 Posts |
 Posted - 02/08/2003 : 08:28:52
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Kile shared a story under another thread about a 'difficult insured' and how he handled that situation.
Let's face it, we all encounter that difficult a/o ornery a/o impossible a/o demanding a/o threatening insured when we are out on assignment.
Some are obviously easy to spot, but some may not show their true colors until later in the claims process. So from your experiences, what clues tend to provide you with a personal warning system in advance?
And remembering that several adjusters were assaulted and one or two killed by irate insureds over the years, what techinques have you or do you utilize to protect yourself or neutralize what can be imminent threats or harassment?
Please share your experiences and ideas so others may learn. |
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canduss
USA
120 Posts |
Posted - 02/13/2003 : 00:04:03
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| Having a permit to carry a concealed weapon in Texas may be comforting but it is typically not acceptable per Insurance guidelines.....usually my 1st clue is during a 1st call settlement (Insured having a high deductible) when a persons face appears to expand and glow into a bright reddish tint....then a sudden eye shift catches an arm swinging towards the draft exclaiming...how are we suppose to get the work done for this amount....then I calmly suggest to discuss their deductible with the Agency and that a brief course in Anger Management might help there situation..... |
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Newt
USA
657 Posts |
Posted - 02/13/2003 : 07:19:19
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Type one: Tell you how important they are, previous problems, how they showed them, name droppers how much pull they have.
Counter: Counter, Some people have to be shown, people are that way, speaking of sleezes this one customer tried to get away with,bla bla.
Type two: Over the shoulder leach, this one really slows you down. Micro Manager, got to see every T crossed.
Counter: Stop what you're doing and tell him/ her a boring story, mono tone put them to sleep. Not reallly, keep your cool be friendly, counter with questions, lots and lots of questions, micro manage the file if you must. Nit pick the policy, with them looking on. This they understand.
Type three: Mad, unreasonable.
Counter: Find excuse to come back later, got to check with the office, My boss wants your claim handled as quickly as possible and I have to discuss it with him and see what he says, we are going to get you every thing you got comming. You hope he settles down while you're gone.
Type four: Overly nice, sneaky pete, this is the most difficult to spot, they later turn into an ogre after you leave, call everybody in the world and hang on like a bulldog, this one will be out of your hands because they have called the CEO of the Carrier down to the Janitor. Orders will come from the top down. If you made a good impression they will find no fault with you.
I never dealt with insurance customers, however, if you are providing a service these are some of the types I have run across. Most people I have dealt with, I would enjoy dealing with them again. If you become offensive they will tell what a no good you were, and go to great lengths to explain why you didn't know what you were doing. They will tell this to anyone who will listen.
I got the impression that in insurance claims you must gain the trust of the insured that you are going to see that they are getting everything they got comming. Don't give the impression you are going to cheat to get it. If you do, you just lost your credibility.
Be friendly and proffessional, thats all that should be expected.
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CCarr
Canada
1200 Posts |
Posted - 02/13/2003 : 13:18:45
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Yes, we face all kinds of people. that is what makes this profession non-repetitive and interesting.
I suppose in general terms, we consider the 'good' insured to be one who is compliant, cooperative, understanding of our 'position', and non-confrontational. Conversely, as Jim and Newt have suggested, we likely in general terms consider the 'bad' insured to be one who is ornery, demanding, pompous, unreasonable, and all the 'things' opposite to good.
However, the fundamental issue is that we have to accept the insured for whatever he is, and however he portrays himself. It is 'us' who must adapt to the behavioral attitude we are faced with.
Much of my thoughts on 'how to spot' these attitudes and some of my thoughts on 'how to handle' these attitudes, are found in the 'general' forum, in the "Fire Scene Investigations Tips & Techniques" thread, back in October 2002; focused in the chapter concerning 'Understanding Trauma'.
The uniqueness of our position in a service industry, is that we are continually exposed to consumers because of the traumatic event that led to our assignment. Therefore, I think that it is imperative, regardless of the type of claim, that we have a better understanding of people in the conditions in which we do our job in the service industry.
I suggest that we must always be aware to not consciously victimize the victim. There are many reasons for the behavioral attitudes we encounter from each insured. Our job is to recognize that 'attitude' and when negative to the point of it affecting a proper unbiased resolution of the claim, we must be prepared to defuse the situation. If we can provide the empathy and understanding that the insured needs post-trauma, it will go a long way towards a better relationship with the insured and for the insurer. It matters not one bit, what vendor deployed us on a claim, because the insured sees us clearly as a representative of the insurer. We can not sacrifice the 'human element' for the sake of template procedures. A concern for the 'human element', takes a tangible procedure and personalizes it for the specific individual situation that may be encountered. That doesn't mean you have to hold hands with the insured, or shed tears while they cry, or give everything they ask for; it does mean that as a professional service provider we must adapt our approach away from a strict procedural and financial exercise, and learn to be more flexible in how we do our 'thing'.
I suggest anyone can learn to adjust a claim, but it takes someone who is professional and committed to their profession, to do more than just settle a claim. Beneath all the jargon and procedures, what is as important to an insured, and sometimes critical to the outcome; is how the claim was settled, more so than how much.
The label that many service delivery industies use to describe 'difficult' customers, is "hard to serve". There has been a lot of growing concern in the past years to define who is 'hard to serve' and why they are that way; then of course to figure out what to do about it. Social Services sectors of governments have waded into this with a lot of studies, so they can assess the service delivery of social services programs. The recent consensus of industry and government seems to be in that a 'hard to serve' person is such because of their inability to adapt to the service delivery system that is thrust on them. So it does not matter if you are a restaurant burger flipper manager, or an adjuster; the former concept is worthy of considering and reflecting on. Don't shrug off that concept. We are told we are in a 'knowledge economy', which is apparently driven by that model's definition of streamlining, cost control and speed. The bottom line - which maybe we can relate to better - is something we have all heard many times in the claims world; do more with less, do it quicker, and do it right. The 'white shirt' reasoning for that being, that it is cheaper and more efficient (according to them) to offer services that require less professional staffing, more control of the consumer, quicker movement of the 'event' through the service delivery system. Hopefully, you can see better now, after a review of this last part, why the 'hard to serve' - that 'difficult' insured - person exists; because they can not adapt to the service delivery system that is the engine behind the claims settlement.
The reality is, not everyone is a good consumer, i.e. a 'good' insured.
As independent business people, providing a service, we must be aware of these things; and adapt as required to make the exercise 'work' for all parties concerned. |
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Newt
USA
657 Posts |
Posted - 02/13/2003 : 13:37:34
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| Good coverage Clayton, Another point I would like to bring out is most of our contacts will be one occurance. Its the only time you will deal with that customer if you are doing CAT work. I got to remember this is the only chance I will have to impress them, not only for my sake, have pity on the brother that comes behind you on the next one. The agent will appreciate you to, so make some friends. |
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canduss
USA
120 Posts |
Posted - 03/09/2003 : 04:14:57
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| I find most of my insureds are compliant.....and in addition with direct,honest and knowlable communication, most all insureds are agreeable although not systematically happy with their carriers coverage......People respond directly to their Insurance representative and knowledge & confidence is the adjusters best friend for settlement/disposition......... |
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'Difficult Insureds' ~ How to Spot/How to Handle
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