When it comes to insurance, people expect high standards of care. Whether they've suffered the loss of a loved one or the loss of their income due to sickness or injury, people don't care how much you know until they know how much you care.
While it probably goes without saying, it's essential to remember that during the most difficult times, your client needs a carrier that can get the job done right and get it done well. They want, and frankly need, to talk with someone who is empathetic, courteous and friendly. They have to know that someone cares.
Equally important, though, is quality. People expect claims to be processed promptly, accurately and with clear communications. And, while that sounds obvious and simple, it's not always the way things work.
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Most carriers cite commitments to claim service and quality. Unfortunately, the proof comes at claim time, which, if not handled well, can be a jarring experience for the client. That's why I encourage you to recommend a carrier that will deliver results — done right and done well. Here are ways to assess a carrier's ability to deliver when it matters most…at claim time.
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Ask for customer satisfaction results from the carrier and, in particular, overall satisfaction. You should expect to see results at 95 percent or better.
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Evaluate whether the carrier allows the client direct access to the claim examiner. This fosters a productive relationship, which is especially important with on-going claims like disability income benefits.
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Consider if the carrier's claim operation is located in the same place as other operational areas. You're looking for customer cohesion, which is better achieved when related areas can collaborate to resolve a problem or issue.
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Assess the length of time it takes for a carrier to acknowledge a claim and/or make the initial decision on a claim. The more responsive the carrier is on the front-end, the more responsive it will be through the entire claim process.
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Look for carriers who complement their staff of claim examiners with nurses, vocational rehab specialists, physicians, CPAs, and special investigation teams, just to name a few. The more comprehensive the suite of services, the better the overall experience.
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Rely on your own experience. You may encounter a claim issue from time to time, but consider how well it was resolved and whether it's more of an isolated event or a recurring pattern.
If one or more of these raises a red flag, insist on finding a carrier that will commit to service as job one. It may cost more but, in the long run, it will resonate with clients and build your credibility as well.
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