Think of the empathic connection as the difference between what the claimant says and what he or she means. This is especially crucial in enhancing customer satisfaction at FNOL and beyond.

Think of the empathic connection as the difference between what the claimant says and what he or she means. This is especially crucial in enhancing customer satisfaction at FNOL and beyond..

In the final installment of a three-part series, the president and CEO of the Insurance Information Institute concludes his thoughts on “great” claims organizations.

In the second of three parts of a series, learn more about what makes a claims organization "great."

In the first of three parts of a series, the president and CEO of the International Insurance Institute explains his five standards of a great claims organization.

A shift in attitude toward claimants and other customers may be easier -- and closer -- than you think.

At Claims Education Magazine, we are thrilled to be moving in the direction of having more involvement in online publication.

As spring comes upon us, we are thrilled to be discussing our new product, the Online Claims Training Program. During the months ahead, we look forward to launching more of our programs and putting them online so as to be more available to the individual.