We as an industry do a lot of things correctly. The problem is the perception, created in part, by our own doing. Each time a poorly trained adjuster, or one who s communication and interpersonal skills is allowed to leave our insureds feeling frustrated, or with questions unanswered, or improperly answered, we end up shooting ourselves in the foot. Albeit, tis the season for class action lawsuits and there isn t much we can do about those public relations nightmares or maybe there is. Maybe it is time we get the media to focus on just how much the lawyers pressing these suits earn versus what the class action plaintiff s receive.
Perception is reality.
It is not the headline-grabbing news piece about insurance company XYZ that undermines our ability to protect the consumer as cost effectively as possible. It is the cumulative effect of a thousand individual insureds not receiving the quality service they pay for and expect when they pick up the phone, file a claim, and expect a standard of service reflecting a prompt, fair and equitable settlement resolution process. Sites Copyright 2001 by The National Underwriter Company. All rights reserved.