To explore the current role of customer service in the field, Claims' Christina Bramlet recently spoke with Donna Warren, president of Professional Claim Adjusters and recipient of the Tennessee Claims Association's distinguished service award. Warren shared valuable insights about the all-too-common disconnect between adjusters and policyholders and what should be done about it.
During your more than 30 years of industry service, how have you seen the role of customer service evolve?
We now have a different type of customer and a different type of claim representative. There are many customer issues and demands that cannot always be satisfied. However, if the customer deals with an adjuster that has not only listened to their concerns empathetically but also has explained the claim process sufficiently, then the customer will be happier overall at the end of the process.
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