Account retention is critically important in today’s hyper-competitive insurance market. So when an agent spots trouble signs in a customer’s loss experience, that agent needs to move quickly to figure out what’s gone wrong to avoid an increase in premiums and possible defection by the client.
During a loss experience evaluation of a real estate development and management company specializing in high-quality, non-speculative community, neighborhood and regional retail projects, our firm noticed several large slip-and-fall claims that exceeded $100,000. When we requested more specific information, the insured could not provide any additional details.
Based on our experience this indicated three deficits:
- Lack of communication on the claims management strategy, process or perspective from the carrier or broker
- Limited engagement of the insured in the process. The insured was unaware of the positive impact its active involvement could produce on claims reserves and results.
- No aggressive defense of claims by the carrier or involvement by the broker to push for resolution.
Assessment
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