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Agent/Claim Dynamic Duos

From the initial first notice of loss through to the final payment, insurance agents play many vital roles in the claim process. Here is how they can help adjusters with the process.

By Gary West, Mike Larbes | Updated on August 01, 2010
Creating dynamic duos between agents and claim departments.Auto accidents unfortunately happen every day, and insurance agents are usually the first people to be contacted. From the initial first notice of loss through to the final payment, insurance agents play many vital roles in the claim process, which can include liaison, consultant, and advocate on behalf of the insured to the insurance company. In addition, they often act as consoling advisor during this often nerve-wracking time for the policyholder.

What follows are best practices for insurance agents on how to manage auto claims in order to ensure that policyholders receive quality service and pertinent information is delivered to the claim department. This not only makes the experience less daunting for the policyholder, but also helps to maintain and grow a long-term policyholder relationship.

Acting As Advisor

Minutes after an auto accident, Mary gets the call. Her policyholder has just been in an auto accident. His voice is shaky, and he sounds frazzled. As his insurance agent, it is not only Mary’s job to gather the details of the accident and to assess any damage from the scene, but she also may be his first source of solace during a stressful situation. Immediately offering concern and a reassuring presence will not only help your policyholder remain calm, but it will also help your policyholder focus enough in order to provide pertinent information necessary for filing a claim.

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