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Data Security and Insurance Transcription – Finding a Partner You Can Trust

/0 Comments/in /by Tyler Marshall

In today’s technologically dependent business world, the collection of sensitive consumer information comes with the need for added data security.

It’s the responsibility of claims departments utilizing insurance transcription services to only use appropriately vetted vendors. But what matters, what should you look for,  and how can you ultimately know you’re working with a company you can trust? Here are a few things to consider.

Why Does Data Security Matter in the Insurance Claims Process?

Consumer identity theft is at an all-time high and companies are suffering financially from it. According to published statistics, data breaches cost firms an average of $4.45 million each in 2023. This figure takes into account everything from fines and upgrading of systems to sales losses over the course of the entire incident.

Policyholders and claimants often provide very personal information throughout the course of the liability investigation and settlement. This commonly includes social security numbers, driver’s license numbers, medical history, and much more—data that most people wouldn’t want falling into the wrong hands.

Thus, it is the responsibility of insurers and any third-party vendors they work with to take data security very seriously.

What Type of Protection Should an Insurance Transcription Company Offer?

Insurance transcription companies are one of the most commonly used third-party vendors in the claims process. In order to ensure that all information is properly secured, a provider must do two things: (1) Have a plan for the time in which they are working with your files, and (2) Have a  secure disposal procedure for deleting or destroying customer data once a project is complete.

Quality transcription companies will generally provide clients with a basic working knowledge of the security of their system. This includes what type of encryption they offer and how long they keep files before appropriately destroying them. Other details might reveal their staff non-disclosure policy or similarly related tidbits pertinent to the handling of files.

But the common denominator among insurance transcription firms that take data security seriously is that they are willing to offer insight into how your audio recordings and transcripts are protected.

What Are Some Ramifications of Working with a Subpar Recorded Statement Transcription Provider?

Failure to hire a company with strong security measures in place and appropriate safeguarding technology can mean a costly breach for your firm.

Besides identity theft, working with an insurance transcription company with subpar data security procedures could mean that information about your customers could end up being released to those that have no business having it, including competitors and adverse carriers working on the opposite side of a claim negotiation. This isn’t something you want your company to endure, especially if the situation could have been avoided by properly vetting your vendor.

Finding a Partner You Can Trust

So, how exactly do you find an insurance transcription partner you can trust? When interviewing firms, ask lots of questions about how they work to ensure information is secure during the recorded statement transcription process. Find out how long they keep audio recordings on their system and what the generally procedure is for destruction of data. Also, inquire whether they store data offsite in case of a disaster and how that process in handled.

At Allegis Transcription, we take data protection very seriously. In nearly two decades of doing business, we are proud to say we have never experienced a data breach. Our enterprise-grade security system ensures our client’s sensitive information is protected from the moment an audio file arrives until the last traces of a transcript are removed after completion. We regularly scan our systems to look for any vulnerabilities and ensure everything is as secure as possible at all times. In addition, our Chief Information and Security Officer constantly works to ensure our process stays current and continues to operate in a manner that fully protects our clients’ sensitive information.

3 Tips for a Healthy Partnership with Your Insurance Transcription Vendor

/0 Comments/in /by Tyler Marshall

Outsourcing can reduce costs, but getting the most value out of your insurance transcription vendor requires effort from both parties. Whether your company already outsources insurance transcription or you are considering doing so, the following tips will help you get the most out of the relationship.

 

#1: Involve Staff at All Levels within the Organization

All individuals within the organization should be a part of the decision making process. Bring in vendor management (aka procurement), business process owners, and end users. End users typically include adjusters and your subrogation team. End users are especially important. Do a requirements analysis and have them involved in ongoing communication with your vendor. This is one of the easiest and most effective ways to surface issues quickly and address them before they become major problems.

When staff from multiple areas of the business come together to make key decisions, results significantly improve. These individuals need to understand how processes work, what to do when there’s a problem, and how to fully utilize vendor’s services. Giving your vendor access to staff will allow them to educate, train, and equip end users.

If you are just getting started with an insurance transcription vendor, make sure the following questions get answered:

  • What is the recommended workflow and does this need to be adapted to your specific needs?
  • What security risks exist and how are they mitigated?
  • What does your order volume look like – is this consistent or should your vendor be prepared for fluctuations?
  • What is the customer service response time?
  • What happens if there’s a mistake in a transcript?

Companies should involve the entire team to ensure a productive working relationship between insurance transcription vendors and company’s staff.

 

#2: Communicate Goals and Strategy

Make sure all parties are clear on expectations and goals. Get specific. For example, a task as simple as explaining how to batch upload workers compensation transcription files can be valuable information the vendor can share to streamline the process and save you a significant amount of time.

Also, keep in mind that vendors are often willing to adjust to an insurer’s needs. Do you see a better way to do something? Bring it up with your vendor.  Oftentimes, vendors are willing to make modifications to better suit client needs when it is within the scope of their contract to do so.

Vendors can also be great sources of knowledge. Insurance transcription vendors typically do work for multiple insurers. This means they often have decades of insight and experience in what tools and methods work best. They can be experts in best practices related to transcription. For example, vendors can provide advice on everything from how to best transfer audio files and completed transcripts (portal, SFTP, API, etc.). Many vendors also have excellent input on how to optimize call recording quality. If audio quality improves, so will the resulting transcripts.

When you view the relationship as a partnership, you start to find more win-win opportunities.

 

#3: Regularly Evaluate Results

Insurance transcription vendors routinely provide reporting to customers. Some standard metrics include:

  • Percentage of transcriptions completed within promised turnaround
  • Breakdown by order type (rush, priority, standard)
  • Monthly transcription order volume
  • Average page count

Keep in mind that vendors are often willing to customize reports for customers. Report frequency and the metrics included within the report are customizable.

Ongoing reporting simplifies the vendor management process because trend analysis is possible. Insurers can identify potential areas for cost savings (e.g. is subro ordering more priority orders than anticipated?) and catch potential issues before they grow into real problems.

The time and effort invested in involving staff throughout the organization should result in a productive, mutually beneficial business partnership.

What is Verbatim Transcription? 4 Facts to Know

/2 Comments/in /by Karla Ellison

When it comes to including recorded statement transcription as part of a company’s claims process, it is important to know which style of transcription a company provides and what their accountability standard is for their transcribers. Understanding what the process is and what it involves is the first step in finding a firm that suits your department’s unique needs.

Here are four facts to know about verbatim transcription.

#1: Verbatim Transcription is Important and Includes Every Little Detail

The first thing you really need to know about verbatim transcription is that it includes everything that is said on the audio file. This means that any false starts, fillers, pauses, and repetitions are included in the text. Even grammatical errors, stutters, and repetitions are written down in textual format.

For insurance companies, this can be very important. Cases where an insured or claimant is providing a false statement can sometimes be detected through their speech patterns and their choice of wording—items that may not be picked up through a clean transcription that has been edited to include only content. These documents may later even be used as evidence in court or when presenting a fraud case to law enforcement.

#2: There Are Multiple Types of Verbatim Transcription

While many people think that all verbatim transcription is the same, it is not. In fact, there are two different types that are commonly offered throughout the industry: true verbatim and verbatim.

True verbatim includes everything on the audio file, such as background noise and laughter. It also includes various non-verbal communications that make a difference in how the information is conveyed instead of just the words used. For example, a sigh or pause can project a different value than a giggle or whine. Even a smile during a statement can be detected through tone of voice. While nonverbal elements cannot be captured through either type of verbatim transcription, all verbal cues are included.

Basic verbatim involves transcribing what was said, but with a minor amount of editing. Often, this includes taking out “uhs” and “ums” and other various sounds that don’t necessarily change the information being given. However, basic verbatim still includes as much of the actual information as possible.

Both styles are fairly common throughout the transcription industry. Deciding which one suits your needs usually depends on the overall information you want to capture and the reason why you are having a transcription done in the first place.

#3: Verbatim Transcription Providers Have to Pay Attention to Detail

Attention to detail is vital when it comes to verbatim insurance transcription. Those converting audio files to text have to have a keen ear for virtually every small sound that comes through a file. In some cases, this even means listening several times to ensure the final document is as complete as possible.

It takes years of experience to become a successful verbatim transcriptionist. Voice recognition technology is improving every day, but the technology is still not at the point where it can completely replace a trained human ear so editors or scopists are still necessary.

Most quality transcription providers have rigorous standards and accountability procedures that they use to ensure nothing is missed. Transcribers and editors also have to be familiar with certain industry terms and jargon for what industry they are transcribing for and continuously looking to increase their knowledge about a particular subject.

#4: Many Industries Utilize Verbatim Transcription

While Allegis focuses on transcribing recorded statements from the insurance industry, transcription of text in a verbatim fashion is actually utilized by a wide range of niches. Usually, these are areas where having clear facts presented in a complete, unedited fashion is essential. Medical teams, legal firms, and other similar companies all utilize this transcription type.

At Allegis Transcription, we understand how important quality verbatim transcription is to our clients.  With nearly three decades of experience with insurance transcription, we understand the unique needs of the industry and how a recorded statement is converted to text. In addition, we score our transcribers to ensure they maintain, at minimum, a 98% accuracy rate, allowing us to provide our customers with the best service possible.

3 Tips for Spotting Fraudulent Claims

/0 Comments/in /by Karla Ellison

Most property and casualty claims adjusters will tell you that spotting fraudulent claims is sometimes more difficult than it seems. One case may seem blatantly obvious as fake, while it is in fact completely true. Another might appear to be simple, but really be a part of a larger insurance scam.

So, how do you tell the difference between the two? Here are a few tips to make spotting a fraudulent claim easier.

Ask Questions

One of the easiest ways to spot insurance fraud is by simply asking questions. Request further clarification on anything that seems a little strange or isn’t completely clear. Also, don’t be afraid to ask the same question multiple times over the course of various conversations. If the information is valid, it will often stay close to the same each time. If it is not, there’s a good chance that it will change each time the claimant or insured answers. (Hint: Insurance transcription services can help you easily spot the difference between the two.)

Use a Map

Another way to spot fraud is by simply utilizing something that you already have available to you—the internet. Google Maps and other similar websites are great for looking up the topography of intersections. This can help you determine whether or not an accident statement makes sense or whether it is even possible for a collision to happen in the manner initially described. In addition, understanding the exact layout of where an incident took place can even assist you in making a clear and complete liability decision.

Use Social Media

In today’s society, sharing thoughts and stories on the internet as they happen has become quite commonplace—even for those attempting to commit insurance crimes. Another way to spot fraudulent claims is by taking a peek at the social media profiles of suspicious insureds or claimants. Public photos and status updates often give great insight into whether or not a specific injury claim actually caused harm or if an accident really happened in the manner in which described. Many carriers have found this to be an excellent way to dispel untruthful injury claims and accident reports, simply because the party trying to commit fraud decided to brag online.

Utilize Recorded Insurance Transcriptions

Recorded statement transcriptions can also help you spot a fraudulent claim. How? It is often easier to notice differences in an insured or claimant’s description of what happened when it is in front of you as text. After the transcription process has taken place, compare the conversations to determine if there are any discrepancies. Any obvious differences should be cause for concern and earn a second look by your department’s special investigation unit.

While these are just three of the many ways you can help spot fraudulent claims, there is still one major tool you can rely on—your own instinct. As a claims professional, you know what sounds right for an incident and what doesn’t. Trust that intuition and decide when it is appropriate to dig a little further before settling a claim. After all, the best case scenario is that there is no fraud happening and that you were able to prove so.

4 Ways Insurance Transcription Helps Adjusters

/0 Comments/in /by Karla Ellison

In the insurance industry, time is money. Thus, it is important for claims representatives to have the right tools and processes to make their job as easy and efficient as possible. One way this is done is by having access to a recorded statement transcription service. Here are four ways insurance transcription helps adjusters.

#1: Save Time

One of the most obvious ways insurance transcription helps adjusters is by saving them time. Looking back through a verbatim account of a recorded statement to find certain details is often easier and more efficient that having to listen to an audio file. Furthermore, it allows managers and fellow team members who might be taking over a file the ability to catch up to what has already been reported without having to listen in real time. For companies that shift claims cases around various departments on a regular basis, having this type of record on file is essential to effective time management.

#2: Catch Discrepancies

Utilizing a secure transcription service also helps adjusters by allowing them to catch discrepancies. If a file warrants multiple recorded interviews with either an insured or claimant, the transcript documents can be compared for both glaring and small differences. In situations where fraud is suspected or the situation is quit unique, determining whether or not details match up can be a very vital part of the discovery process.

#3: Have a Complete File

Recorded statement transcription also helps adjusters by allowing them to have a complete claims file. In situations where a claim is either going to litigation or requires further inspection by a legal team, having the transcription versus only an adjuster’s notes can help a legal team get a full picture of the case at hand. In certain scenarios, this can mean the difference between a file being handled one way versus another.

#4: File Arbitration

Arbitration Forums is a membership-driven, non-profit organization that helps insurance companies settle various claims disputes among each other. Both sides have the opportunity to present its case before an appointed arbitrator and the decision made becomes legally binding. While this process is often an excellent way for carriers to save money and eliminate the need to file in court, there is one caveat to the process—they do not accept recorded audio as part of a case file. In order to present an insured or claimant’s statement verbatim, it must be in a transcript format.

While these are just a few of the many ways insurance transcription helps adjusters, they are certainly four of the most important. For more information on our services, please contact our team at Allegis Transcription today.

5 Common Indicators of Workers’ Compensation Fraud

/2 Comments/in /by Karla Ellison

As most workers’ compensation adjusters will tell you, sometimes the facts of a claim just don’t add up. In those instances, it is up to the file handler to dig a little deeper to determine whether or not they are dealing with a case of workers’ compensation fraud.

However, this task becomes much easier if you know ahead of time what you should be looking for. Here are five common indicators for spotting workers’ compensation fraud.

#1: Refusal to See a Medical Provider

One of the biggest indicators of fraud in workers’ compensation claims is when someone refuses to see a medical provider for their condition. Often, this means that there is no valid claim and that a doctor would be unable to corroborate whether or not the injury actually happened. Another variation of this red flag is a claimant that refuses to turn over medical records related to the incident. Both scenarios indicate that there is a reason why the person doesn’t want you to see that report and should be explored further.

#2: Reporting Delays

Another way to spot a fraudulent workers’ compensation claim is by determining if the claimant waited to report the injury after the incident. This is especially true when it comes to overexertion or soft tissue injuries. In most cases, it an injury is real, parties will file with an insurer either immediately or within a few days. Waiting weeks or filing a claim after a weekend can sometimes be an indicator of fraudulent activity.

#3: Selecting Certain Providers

Many habitual perpetrators of workers’ compensation fraud are smart—or at least think that they are. They opt to use certain attorneys or providers on a regular basis to ensure they are getting the maximum payout of a claim. Often, this is continued with claims against different insurers either simultaneously or in succession. Some workers’ compensation insurers allow adjusters to run C.L.U.E. reports on individual parties or providers, which can sometimes offer insight into whether this practice is happening.

#4: History of Changes in Personal Information

One more way to help detect a fraud claim is by looking at a claimant’s history. If they’ve moved around suddenly, changed phone numbers frequently, or recently switched jobs, there is certainly a need for further investigation. They may also be hard to reach at home when they are supposedly recuperating and out of work. This is one of those situations that could turn out to be harmless, but definitely needs a second look to see if this is a regular pattern for the person.

#5: Conflicting Descriptions

Another instance that could indicate insurance fraud is a conflicting description of what happened in the incident. For most people who experience a significant injury, they should be able to tell you directly what happened to cause the incident. If the story varies, there is a good chance that it is either false or mostly false. Many adjusters even opt to print out copies of the workers’ compensation transcriptions from recorded statements and compare them side by side to help spot discrepancies.

Why This Matters to Workers Compensation Adjusters

So, why do these indicators matter to workers’ compensation adjusters? Insurers pay out millions of dollars each year in fraudulent workers’ compensation claims. These payouts take away money from the company’s bottom line—which includes your bonuses, pay raises, and other company-funded benefits. Having a good eye for spotting false claims is one way to protect the firm you work for and ensure job security over the long run.

 

Calling All 911 Transcription Services

/0 Comments/in /by Allegis

Do you have a 911 call you need to obtain and present as evidence in a court case? This could be for any number of reasons where litigation follows your involvement in a 911 emergency, such as for insurance purposes when involved in a serious car accident, or perhaps an altercation with an emergency responder.

If so, then it’s important to make sure the evidence is obtained and presented in a professional manner. While many states allow public access to 911 calls, as in the California Public Records Act that explicitly includes these records, many others like Alabama require a court order to release them. As always, where possible, consult an attorney on the appropriate procedures involved in your local jurisdiction. Even where the 911 record is publicly available, you will generally still be required to apply to the clerk of the court for a subpoena to obtain an authenticated record from the 911 service involved and to have it lodged as evidence with the court prior to the proceedings.

Once you have a voice record admitted into evidence, while perhaps not a necessity, it would also be good practice to have that audio recording transcribed. Doing this transcription yourself can certainly save on your overall legal costs but you should be aware that this is definitely not a simple task, especially where the accuracy of a transcription may become the focal point of a legal dispute.

DIY 911 Transcription

While the official format for 911 transcripts will differ depending on the different state authorities responsible for producing them, there are a few general rules of thumb to guide the DIY transcriber.

  • Define your caller and dispatcher ID’s as well as any others referred to in the call.
  • Use a new line for each respondent.
  • Number the lines and include time information if available.
  • Be as accurate as possible and transcribe only what you hear.
  • If using a transcription service that might have unique formatting, be sure to note any special symbols such as the use of brackets and periods for silences or pauses.

Just one possible example of a 911-transcription format is as follows. First, define your terms:

  • Q: 911 dispatcher.
  • A: Name of person calling in (or Unknown)
  • B:, C:, D:, as needed for the names of other participants (or Unknown)

Then write up the transcript, like this one below, adapted from a real emergency on Apple’s Cupertino campus:

1.    Q: Medical emergency, 185, what are you reporting?
2.    A: This is Apple security reporting a medical injury.
3.    Q: OK, what is the address of the emergency?
4.    A: Ah… [unintelligible] … errr … just a moment.
5.    B: Person in the background: If you could let them know 1 Apple Park Way.
6.    A: 1 Apple Park Way.
7.    Q: Ok ... so tell me exactly what happened.
8.    A: We had an individual, young male, who ran into a … ahhh… glass wall pane and they hit their head. They have a small cut on their … head … and they are bleeding, slightly disoriented.
9.    Q: How old is the patient?
10.   A: Late 20s.
11.   Q: Is he awake?
12.   A: He is conscious.
13.   Q: When did this happen?
14.   A: It happened around five minutes ago. Around 12:05.
15.   Q: Paramedics are on their way. I want someone to watch him very closely. If he gets worse in any way, call us back immediately for further instructions.
16.   A: Will do.
17.   Q: OK, thank you.
18.   A: Thank you, have a nice day.
19.   Q: You too. Bye.
20.   [End of call]

While this may look straightforward enough, the actual transcription process involves carefully listening and writing exactly what is heard, requiring repeated playback, and can be very challenging in practice. Poor audio, dropouts, indistinct and informal speech with varying accents or the use of slang, combined with the panic of an emergency report, do not make transcription a readily transparent process.

Professional Transcription Services

Professional transcribers, on the other hand, are trained to represent the audio record as accurately as possible using a specialized transcription format that includes word stresses, vocal intonation, silences, and so on. And while your own transcription attempts would be perfectly sufficient for a blog article, a professional transcription service will provide you with a transcript guaranteed for accuracy and attention to detail, and thus perfectly suited to your legal purposes.

Stalled Insurance Claims Settlement Negotiations – 3 Tips for Adjusters

/0 Comments/in , /by Karla Ellison

As many adjusters already know, the insurance claims settlement process can sometimes be a difficult endeavor. It doesn’t matter if you typically handle first or third party claims; you’ll inevitably have to work with difficult parties and when this happens the whole settlement process can come to a screeching halt.

Thankfully, there are a few things you can do to become a better negotiator. Next time you have a settlement stalled during negotiations, consider these three tips.

#1: Determine What Each Party Sees as a Desired Outcome

The first step in working through any negotiation is to understand what each party sees as a desired outcome. For example, an insured may want the amount of money they feel their totaled vehicle is worth, but your estimates are much lower. Perhaps a claimant might think that the time and annoyance of being involved in a crash is worth a greater sum than you are offering. No matter what the situation entails, take the time to see things from their point of view. Write down your thoughts and brainstorm a few reasons as to why the other party feels the way they do. Try and be empathetic when dealing with all involved parties.

From there, try and find an outcome that’s acceptable to the both of you. This doesn’t always have to be a compromise, but generally includes something solid that they will accept as a final agreement. You may even consider a few different options and have them choose.

#2: Look for Any Weakness in the Other Side’s Argument

The next way you can help move the insurance claims settlement process forward is by looking for any weakness in the other side’s argument. Once you’ve determined what their desired outcome and minimally acceptable outcomes are, but they still won’t budge, look for things within the case file that are contradictory to their overall argument.

Often, you can find this information within the files and information you already have, including any recorded statement transcription. You might discover a conflicting statement. Going through their consumer claims report can also supply valuable details. Sometimes though, it really does take some digging to find weaknesses.

Don’t forget to check social media accounts. A claimant might be insisting they can’t go to work because of their injury. However, you happen to pull up their public social media account and find out they spent last weekend skydiving. This is a major weakness in their argument and could help speed up the insurance claims settlement process.

#3: Tackle the Big Stuff First

Another way adjusters can make insurance claims settlement negotiation stalls move is by tackling the most important things first. Many adjusters make their biggest mistake in this process by thinking they can start with the insignificant details first and ramp up to the larger stuff. This is a problem because—if there is going to be an issue in settlement— it gets everyone worked up over the minor things before getting to the items that both sides really care about.

Instead, decide whether you and the other party are in agreement for some of the larger items, such as a substantial medical payment or property damage bill. From there, let the other side know that you at least agree on the larger stuff and leverage that as a way to encourage settlement on the smaller items.

What if you’ve done the three above mentioned steps, but still can’t come to an agreement? It’s important to remember that sometimes a claim settlement just won’t happen due to a variety of different reasons. This is totally normal, and a big reason behind why there is an arbitration process. Keep working at it and if you can’t come to an agreement with the other party, follow the guidelines your department typically advises for stalled files.

Tips for Explaining the Insurance Claims Process to Your Insured

/1 Comment/in , /by Karla Ellison

As a claims adjuster, you already know that part of the process in handling a file is making sure your policyholder fully understands what is happening and how to proceed. However, sometimes the way you go about having this conversation can set the tone early for a good overall experience.

Here are six tips for making the insurance claims process positive for your insured.

Tip #1: Detail Policy Coverage Before Talking About Liability

Although many insurers already recommend doing so as part of their standard claims process, it is important for adjusters to detail policy coverage prior to discussing a liability decision with the insured. The reasoning behind this is that sometimes a liability decision can cause an emotional reaction, such as anger or angst.

Chances are a policyholder is less likely to stay focused and listen clearly when you are describing their options if they are upset, which often causes confusion later on as the claim progresses. Make sure they know exactly what their policy includes and their options for using coverage or going through adverse carrier, if applicable.

Tip #2: Explain the Liability Decision in a Clear Manner

Another tip for explaining the claims process to your insured is detailing the liability decision in a clear manner using facts of the loss. If no liability decision has been made, explain the reasoning why. (For example, you need to speak to the other driver, passengers, or witnesses before proceeding.) Often, this explanation will help the insured feel as though the process is moving forward versus a general answer that you are still investigating.

Tip #3: Provide Information on the Next Steps for the Insured

Adjusters can also help ensure the claims process goes smoothly by providing a roadmap of sorts as to what steps the insured should take. This can include meeting with an auto damage adjuster, going to a body shop for an estimate, or even calling a tow truck if the vehicle is not drivable. Giving your client a loose outline of what comes next is a great way to ensure they have a positive experience with your firm.

Tip #4: Offer Insight to How the Company Will Handle the Claim with the Third Party

One more thing you can do to ensure your policyholder has a good experience with your claims department is by offering insight into how the company will handle the claim with the third party. For incidents where your insured is at fault, this usually includes mentioning that you will contact the other driver to get their repairs taken care of. In other circumstances, it might mean contacting adverse carrier on their behalf to help get a deductible back. Whatever situation applies to the particular claim you are working with, explain what will happen clearly.

Tip #: Try to Anticipate the Upcoming Needs of the Insured

Anticipating the upcoming needs of the insured is another way you can effectively make the insurance claims process a positive experience.

For example, you notice that there is rental car reimbursement on the policy. The insured mentions that she was on her way to pick up her five children from school when the accident occurred. Obviously, a family of that size wouldn’t fit in a standard rental, which would require a larger vehicle. Noticing details like this and working to solve them before they become a bigger issue is one way to really make sure your policyholder is taken care of when it counts the most.

Tip #6: Have Patience

This tip probably goes without saying, but we are including it anyway: have patience with your insured. Even though you know just about everything there is regarding auto claims, there’s a good chance he or she has never been in an accident and isn’t quite sure what to expect. Speak slowly and allow them to vent any frustrations they have appropriately without rushing along.

Bonus Tip: Take Care of Claimants, Too

As a bonus tip, remember that it is important to take good care of claimants, too. Why? Even though they don’t pay premiums, a claim is an ideal chance to try to earn their business. The way a file is handled and whether or not their experience with adjusters was positive is often a selling factor when it comes to how they decide which insurance company to ultimately utilize.

Why Customer Service Basics Matter for Insurance Claims Adjusters

/0 Comments/in /by Allegis

Most claims adjusters like to think of themselves as business professionals. After all, they show up to an office each day and handle files that can sometimes have serious outcomes. While this is certainly true, if you ask whether or not they work in the customer service industry, they’ll often deny it.

Why? There’s a sort of stigma that comes along with customer service. Many people feel that it makes their careers seem less important or prestigious. Some even wrongly believe that the title puts their job akin to bill collectors and cheesy phone sales reps. But the truth is that working in insurance claims is very much a part of customer service. After all, an adjuster is offering help to a member of the public with a very specific situation.

It is important to remember this fact each time you make contact with policyholders and claimants. Here are a few reasons why good old-fashioned customer service basics matter in the claims industry.

You Are What They Are Paying For

Auto insurance is a tricky thing for most consumers. It’s not tangible. You can’t hold it in your hand like an apple or even drive it around like a car. And it certainly doesn’t provide a service that you utilize enough to see results—like the garbage collector who picks up your refuse on a weekly basis or the landscaper that mows your lawn.

So, when most people write out a check for their insurance premium, they wonder what exactly they are paying for.

The answer? You. Someone to help them navigate through the inconvenience, trauma, and aftermath of having an accident. A dedicated claims adjuster is the tangible “thing” clients are spending money on each month, and the level of good customer service that you provide matters.

Anticipating Needs and Offering Friendly Guidance

Part of providing excellent customer service as a claims adjuster includes anticipating customer needs and offering friendly guidance. Most people who’ve just been involved in an accident don’t exactly make a habit of it. They may not know what comes next or even how to proceed further. Some may not even understand how their coverage works or really how insurance can help them.

Be patient. Calmly and clearly walk them through the process, letting them know what to expect moving forward. Explain policy coverage in a clear, concise fashion and minimize the use of jargon. Also, don’t forget to provide enough empathy to make them feel like they aren’t just another addition to your workday list.

What About Claimants?

We’ve talked about why it is important to provide policyholders with outstanding customer service while handling their case, but what about claimants?

This is where things get really good. You see, as a representative of your company, you are showing that third-party how smoothly things work if they were to switch to your firm. Think of it as a free preview to check out your company and decide whether or not they want that sort of service in the future. For carriers that base employee and adjuster raises, profit sharing, and bonuses on the total number of policyholders they have, this can make a huge difference to you personally.

The Grandma Rule

There’s an old saying that if you wouldn’t want your grandma to hear it, you probably shouldn’t say it. This still rings true for insurance claims adjusters. Imagine your grandmother or other loved on was on the other end of the line. Would you want them to experience friendly, helpful service? Would you want things taken care of promptly so they didn’t have to wait for repairs, settlements, or even a rental car? Of course you would! So, why wouldn’t you offer the same level of service to everyone else?

Customer service matters in claims for a wide range of reasons. However, the most important aspect involves you being an ambassador and representative of your company. Keep this is mind the next time a new file comes across your desk.