Your form letters just might need a makeover.

Similar to an academic rating system, the "Blake Scale" uses five categories to help claims professionals discern the overall quality of a typical business-related letter.

Similar to an academic rating system, the "Blake Scale" uses five categories to help claims professionals discern the overall quality of a typical business-related letter.

How can claim departments avoid communication gaffes? Maybe the best answer is to be proactive in making sure that a variety of systems are in place to keep an eye on all aspects of the department that feed into interaction with customers.

Responses to claimant complaints are often vague, legalistic, and filled with errors. The following 12 pointers will help you catch and correct problems before sending out responses.

In claims, where adjusters spend almost a third of their week communicating with claimants, superb writing skills are vital to success.

Keeping the policyholder happy is a full-time job for insurance customer service professionals and a part-time job for almost everyone else: claim professionals, TPAs, independent agents,

The enactment of the Federal Rules of Civil Procedure (FRCP) on Dec. 1, 2006 has been the catalyst for renewed emphasis on document retention.