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Newt
USA
657 Posts |
 Posted - 09/20/2002 : 09:39:59
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To All Members: This topic and my comments are basic, they are not the way you do things, I
am sure when each goes out, you will do things different and you will not handle two claims the same. Thats the nature of business when you deal with people. Customer service is where we begin,this is where the rubber meets the road and I for one think this is where I and others would like to hone our skills. Linda brought up some points that need some attention, especially by myself, please give us your opinion and experience, if you are sincere and can give some input to this subject without being offended do so. Don't bury your communications in policy language, we are communicating and having fun, learning should be fun. So communicate and lets get this road kill on the fire. |
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Ghostbuster
476 Posts |
Posted - 10/02/2002 : 21:35:23
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Ahem!
Boys and Girls, since it has been a while, perhaps now is a good time to remind ourselves of our true purpose as we prepare to go into battle.
At all times, remember that our purpose out there is to put into the hands of the Insured, as accurate an ACV payment as quick as we can, given the limitations of pricing information available to us at the time of the inspection. This is our numero uno grande function. Yes, there will be supplements and RC payments, but, that is the job of others during cleanup. Practice the art of working up the loss with the Insured present there at the loss. Putting two heads together is better than one out there in the truck and there will be less suspicion on the Insureds part if they are there to see how its done.
This is what true customer service is all about. Don't make it a mystery that can lead to distrust and animosity.
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Newt
USA
657 Posts |
Posted - 10/03/2002 : 08:50:29
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GB, thats a good post. To the point and very informative for us new people.
One other point came to mind, "Control the Process" without being dogmatic. That is a tall order,keeping control during the investigation and not being led off on a tangent by the insured. If you establish a routine, things can be done with out error and more efficiently. This requires people skills the average person does not use. I detected this with every adjuster I had dealings with, this was where they shined.
As I said before all the adjusters I had dealings with were outstanding. |
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j6407
USA
14 Posts |
Posted - 10/03/2002 : 17:23:58
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I worked for one of the majors for ten years. The one lesson that stuck with me was given to me by one of the old property adjusters that was retireing. He said "your job is to find coverage some where in the policy for the customer. If you can't find any than you must be sure that there is an exclusion that applies."
Policies are not hard to read. They give at the front end and take away at the back. Simple. You just have to be sure to read the whole thing from jacket to jacket. If it is a grey area, coverage belongs to the insured.
On the question of what FEMA doesn and doesn't do. I've worked enough cats and declared disasters to know that they usually don't do much for an insured. They do make you fill out all the p/w before they send you to the SBA for a loan.
I guess it's good by Lily. We got ready for a party that didn't happen(there is still hope for those of us that have been around a few years.)
Makes you want to answer some ads for staff. Could I survive without sun,wind , and rain in my face all day?
Juannonly |
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Newt
USA
657 Posts |
Posted - 10/04/2002 : 08:29:19
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| FEMA requires you to fill out the P/W, then sends out a housing inspector that determines the damage and habitibility, if you have insurance, that info is put on the inspectors report. Next the report goes to FEMA through a contractor or vendor. FEMA then determines if the house is liveable, and those items that are not covered will be covered by fema, this is more benificial to people with wells, septic tanks or those without insurance. The claim is weighed by FEMA and if it should be turned down, then the homeowner can go to SBA for a loan or grant and if that fails there is IFG , which is kind of the last resort, it is funded by Fed and State. Small businesses can go directly to the SBA and get assistance. FEMA grants are usually not enough to restore the property to its original state. Secure, sanitary and safe are what they look at. Autos that are not insured and are used for getting to work are covered up to 5000 dollars max. I would not go into any details on this with a client because rules change. FEMA has a hot line and they may or may not answer all the questions, depends on who you get on the phone. They normally have an office set up at the disaster site, and that would be the best bet. |
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Customer SERVICE
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