Spotlight

Shannon Barrett received a reassigned claim that was a few days old.  The customers were extremely upset and anxious about their claim as they had never been through an experience like this.  When she made her initial contact call to the customer, she could hear the frustration in their voices as they did not know what to do and in need of direction.  Shannon calmly spoke to the customer about their loss with empathy and experience to rebuild the trust and create a bond that would last throughout the claim process.

By following her word and setting and meeting every expectation, Shannon was able to provide extraordinary service to the customer.  When challenges or obstacles arose throughout the claim, the member showed trust and understanding to their large loss claims representative.  They were very thankful for all that she did for them throughout one of their worst experiences.

Being a Large Loss Adjuster is not just about the dollars provided to build back a home.  She provided an experience to the customer by getting to know them, finding out what mattered the most to them and meeting the time expectation to get them back into their house so that they could resume their everyday life.

Takeaways
1
The 3 E’s matter – show genuine Empathy, deliver clear Explanations, set true Expectations
2
For us, claims are routine. But there is no routine claim for our customers. They depend on us.
3
Understand and align with your customer’s goals so that when challenges arise, trust has been built.
Customer
Members
Organization
Personal Lines
Principles
Effortless, Personal, Reassuring