WORKING WITH ADJUSTERS TO GET CLAIMS SETTLED The core of claims management is communication and building solid relationships. If you work with a carrier frequently, or handle large accounts with dedicated adjusting teams, you'll work with the same adjusters over time. Whether you're inquiring on a property damage claim or a workers' compensation injury, building a solid relationship with claims adjusters can help you move difficult claims toward settlement. Become a supportive agent, but don't go overboard As you compete against larger brokers, you'll find they have dedicated claims teams that help to manage stalled or difficult claims. If you don't help your clients through stalled claims, your competitors may outpace you at renewal. While many agents say, “I don't have a claims background," there are other agents with solid coverage skills who are willing to wade in when coverage issues arise or when claims are at a standstill. When you can offer insight on claims management, it moves the client from a low-bid mindset to a mentality that says, “I don't just hear from my agent at renewal, I value the services I receive from this agency." On commercial accounts, consider setting Google alerts so that you receive an update if something newsworthy happens to that client. For example, during the pandemic, many service contractors found new revenue streams by pursuing other trades. You don't want to be the last to know what your clients are doing.
By Nancy Germond
