Writing errors can increase costs for insurers

A teacher may post a deliberate error on a blackboard to encourage class participation. Cartographers might purposely plant a faux-pas in a map as a copyright watermark.

Some writing errors have their benefits. However, in the claims world, carriers are seeing an increase in the embarrassing variety as adjusters rely on the “copy & paste” method to craft customer letters.

These permanent blunders are costing companies real money and an uncalculated loss of credibility, causing policyholders to question the continued investment of their premium dollars.

Consider some of the letters that could translate to real dollars lost. Perhaps a mitigation of damages or a rental car cutoff letter to a claimant has the wrong date or year. Maybe a bodily injury release lists incorrect parties, has misspelled or missing key language, or how about a policy cancellation letter? Confusion may then increase the volume of phone calls to claim operators and the red voicemail button flickers with complaints at the supervisor’s desk.

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Writing well

Today, many claims adjusters need assistance with basic business letter communications. The trend of copy and paste techniques may begin when an adjuster asks a colleague for help on a unique claim. A fellow adjuster may offer a “semi-related” letter (or e-mail) that will just need to be tweaked. Add in some laziness, time constraints and a quick press of the send button, and the letter gets into the hands of the policyholder prematurely. The “recycled” letter may have just a few small spelling or grammatical errors or may be completely off-topic. Insurance jargon is already confusing for customers without adding additional headaches.

Copy and paste or general errors on claim reports can be equally as damaging to one’s career. Especially when it will be read by those who may not know the adjuster as well as an immediate supervisor. It is an opportunity to show the adjuster’s worth and should not be taken lightly when writing a report or evaluation.

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Have we lost the writing touch?

Society has changed. Handwriting and penmanship are almost a thing of the past. Cell phones and texting short acronyms or emojis slowly butcher the English language. However, we need to embrace technology too, such as online apps and even the word-processing tools to help with spelling and grammar checks.

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How can we improve?

Sometimes we have to walk away. Writing a letter and staring at a computer screen is difficult without breaks. Taking a fresh look the next morning can help fine-tune a freshly created letter. Printing out a report and making handwritten edits is also an option. A co-worker or supervisor can act as a second set of eyes.

When errors are captured in a formal written document, no one looks good; not the company, and definitely not the adjuster in terms of future career prospects. Always dedicate the appropriate amount of time for proofreading to guard against the copy and paste conundrum. Take ownership by showing that you care. If not, those permanent written records always have a way of coming back to haunt you.

Chris Casaleggio (ccasaleggio@h2m.com) is a former liability claims adjuster and currently serves as forensic services & claims manager for H2M Architects + Engineers.