Working From the Outside In

Transforming the insurance industry for the policyholder requires a strategy that includes an aspect of customer service. To overcome this obstacle, the first thing you have to realize is that it is not a one-size-fits-all. You must have a vision of what you are trying to accomplish and a plan for making it happen.

The various state and national Public Adjuster Associations are working from the inside out, focusing their attention on State Legislation and issues within the Department of Insurance. This approach is guided by the belief in the inner strengths and capabilities of those organizations. On the other hand, Claimside is working from the outside in guided by the belief that customer value is the key. After evaluating the industry from this perspective, we have created a roadmap that aligns all claim help and better orchestrates the consumer’s experience. In combination, Claimside and these Public Adjuster Associations are marketing to bring more awareness to the insureds.

To understand that process, you must first understand what the ideal experience looks like and then develop a system for personalization which builds a culture of change and improves the customer atmosphere. We have identified the points that pain the insured and what help is necessary to bridge that gap with the insurance companies and build a core network. A compelling customer experience and vision aligns with and reinforces the brand promise of claim help.

That big picture vision serves to align all claim professionals and makes it easier to work together with the same goal in mind. This actually puts the insured in the driver’s seat and at the center of the decision making. This blueprint is a vision that articulates a culture change in the insurance industry and will drive the insured to move forward and align themselves with a claim professional on their side. It takes a real claim professional to properly adjust and estimate a claim and negotiate a full settlement based on the terms of the policy. Anything less than that and you’re just asking to be shortchanged.

Very few organizations know why they do what they do. We believe that when you get to do something that you love, you will become good at it and will be successful because of that.

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