Everyone Has One

In a focus group of claimants who received less than full payment due to betterment, comparative negligence or depreciation, there was one determining factor in their satisfaction with the experience.

Their perception of the payment’s rationale.

When they believed the payment was based on the contract, facts and the law, they were mostly satisfied.

When they believed that the payment was based on the company’s procedures, they were mostly not satisfied.

When they believed that the payment was based on the adjuster’s opinion, they were fighting, spitting mad. These are the people who call your supervisor and file insurance department complaints.

The lessons:

Claims decisions are never opinions! They are based on a reasoned analysis of the facts and the law. That's why "Claims Means Never Having to Say You're Sorry".

Don't explain a payment as being “a company procedure.” Nothing is ever just a company procedure. The company procedure is to satisfy a legal requirement – regulatory or contractual. 

Drive out all personal pronouns such as “I can give you…”, “I think” or “We have decided”; instead, use “the car is worth”, “Negligence has been assessed…” or “the value of the damage is $12,500.”

Make sure every payment is rationalized based on the facts and the law – and never anything else!

Because, while we all have one, you must never expose it to any customer at work.

Your opinion, I mean, of course.

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