In this eight-part series, Carl Van shares his thoughts on the characteristics of the awesome adjuster. The series is to serve as a sort of road map for those interested in knowing what it takes to be among the top in their field.
Very often, insurance companies are divided into two groups. There is the claim department, and then there is everybody who is not in claims. In any insurance company, claim operations tend to be islands unto themselves. While this may not be right, claims is a completely different world than the rest of the company. For that reason, claim operations need customer service statements.
A customer service statement is not a mission statement. It does not spell out a goal to be achieved. A customer service statement is a philosophy of sorts, a guiding principle, that tells anyone who wants to know how we, as claim people, would like to do our jobs.
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