Twelve tips for claims handlers
Twelve tips for claims handlers | Insurance Business Australia
Claims
Twelve tips for claims handlers
You need comms skills, tech ability and emotional intelligence
Many industry professionals would agree that the claims department is one of the most, if not the most, important part of an insurance business. Fulfilling the promise of an insurance policy and retaining customers depends on efficient and fair claims handling and settlement.
Most insurance businesses touch the claims process in some way. Insurers have their own claims teams, brokers deal with claims and third-party service providers also play a major role.
“Of all the awards that we get to choose from, claims teams is probably the most aligned to our business,” said Daniel Lukich (pictured above). “So to be able to sponsor and support claims excellence is pretty important to us.”
AAMC is sponsoring the Claims Team of the Year Award that recognises the insurer with the best claims team in Australia. Last year’s winner was Berkley Insurance Australia.
Adam Squire’s team won last year’s Best Customer Service Award. Squire (pictured below) is Gallagher’s head of claims in Australia.
“This is all about the whole team and the way they work together and the way they responded to catastrophes,” he told Insurance Business. “They’re incredibly passionate about getting claims paid, doing the right thing by customers and supporting our brokers.”
Comments from the judges supported Squire’s assessment, referring to “professional processes” and “a clear passion to deliver financial outcomes for clients at a time of need.”
The example of these Insurance Business Award winners, combined with online claims focused source material, have made it possible to compile a list of 12 tips for claims handlers.
12 tips for claims handlers
Develop strong communication skills
effective communication is key
clearly and empathetically communicate with policyholders, claimants and other stakeholders
keep them informed about the status of their claims and explain the process in a way they can understand
Prioritise customer service
focus on providing excellent customer service
be responsive to inquiries, address concerns promptly and strive to exceed customer expectations
a positive claims experience can enhance customer satisfaction and loyalty
Understand policy coverage
have a comprehensive understanding of insurance policies and coverage terms
this knowledge is crucial for accurately assessing claims, explaining coverage details to policyholders, and making informed decisions during the claims process
Embrace empathy and sensitivity
recognize the emotional impact that insurance claims can have on individuals and businesses
approach claimants with empathy and sensitivity, particularly in situations involving personal injury, property damage, or other distressing events
Stay informed on industry trends
keep abreast of industry trends, changes in regulations and advancements in claims processing technology
continuous learning ensures that claims handlers remain effective in their roles and can adapt to evolving industry standards
Efficient documentation and record-keeping
maintain thorough and accurate records of claim details, communications and decisions
well-documented claims files not only facilitate efficient claims processing but also serve as essential records for audits and regulatory compliance
Collaborate with other departments
foster collaboration with underwriters, risk management, legal and other relevant departments within the insurance company
this collaboration ensures a comprehensive understanding of the insurance process and facilitates smoother claims resolution
Adopt technology for efficiency
utilise technology tools and systems to streamline claims processing
automation, data analytics, and digital platforms can enhance efficiency, reduce errors and improve overall claims management
Manage time effectively
prioritise tasks and manage time efficiently to meet deadlines and provide timely responses to claimants
a well-organised approach ensures that claims are processed promptly and in accordance with policy terms
Continuously improve decision-making
learn from each claim experience to enhance decision-making skills
regularly assess the outcomes of claims and identify opportunities for improvement in processes, policies, or communication strategies
Stay professional in challenging situations
handle difficult or contentious situations with professionalism and objectivity
maintain a calm demeanour, even in challenging circumstances and seek resolution through open communication and negotiation
Stay ethical and compliant
adhere to ethical standards and ensure compliance with regulatory requirements
upholding ethical conduct in claims handling builds trust with policyholders and helps the insurance company maintain a positive reputation
The 2024 Insurance Business Australia Awards are taking place on May 3 at The Fullerton Hotel in Sydney. You can nominate the industry’s high achievers for an award here. Nominations close in two weeks.
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