Anyone in the insurance industry can tell you that the claims side of the business can be a long and stressful process for all parties involved. Expediting the process as much as possible, while keeping the quality of work high and both parties happy, is sometimes a difficult task.
At Miller’s Mutual, we have taken countless steps to understand the claims process inside and out. Following months of discussion and consideration, our Vice President of Claims Tim Kirk set six goals and initiatives for 2016, that if focused on and completed properly, can help make the sometimes long and difficult claims process, hassle-free.
2016 GOALS AND INITIATIVES
- Two Hour Insured Contact
- 10% Reduction in Life Cycle of All Claims
- Significant Reduction in Use of Independent Adjusters
- File Quality Audit
- Follow-up with Customer Service Surveys
- Zero Justified Consumer Complaints
TWO HOUR INSURED CONTACT
Early, constant and clear communication after a claim occurs is crucial to the success of the claim process. That is why we strive to be in contact with an insured no more than two hours after a claim has been reported. There are many benefits to providing information as soon as possible after a claim occurs such as reducing the potential for costly, long-term damage that can occur when cleanup is delayed. In cases where you are displaced, filing a claim promptly may help you get back in your building faster than you would, had you not filed your claim quickly.
This process is made possible by providing a contact list with the name, email and cell phone number for all of our adjusters so it is easy to get in contact with us when in need. In case of an emergency, there is also a number to call if assistance is needed after hours or on weekends, along with our VP of Claims cell phone number to make certain that we are accessible to our customers.
TEN PERCENT REDUCTION IN LIFE CYCLES OF ALL CLAIMS
We want to expedite this process as much as possible in order to save time and money for all parties. We set our goal at a 10% reduction in the lifecycle of all claims. The quicker a claim can be resolved, the better it is for all parties.
SIGNIFICANT REDUCTION IN USE OF INDEPENDENT ADJUSTERS
While getting rid of independent adjusters all together is almost unforeseeable we plan to decrease our use of them considerably. While there are certain benefits to hiring them such as specialty expertise with a claim, we lose a large amount of control in handling the claim process once we hire an independent adjuster. By keeping the process in-house, we are able to better ensure that our customers are being taken care of the Millers way.
Here at Millers, we want to make sure that what we are doing meets not only our standards, but standards set by others. When it comes time for auditors to look at what we have done, we want to make certain that we have completed our tasks to the utmost quality. Our auditing process identifies areas for improvement, recommend solutions for adverse findings, and recognizes trends or developments in reserve or handling processes and procedures.
CUSTOMER SERVICE SURVEY
A new tool coming soon to our claims department is a customer satisfaction survey. This survey will allow our customer service to continue after each claim is closed. It will offer our customers a place to voice their opinions, which in turn provides us with valuable feedback to improve our efforts. This will go a long way to make certain that our customers keep coming back for more.
ZERO JUSTIFIED CONSUMER COMPLAINTS
When we receive a complaint, we want to spend time to understand the issue at hand. That is where the customer service surveys come into play. Negative responses will result in a follow-up review between the claim representative and manager. If it turns out to be an issue that needs addressed, we want to make sure that it gets resolved as quickly as possible.
By executing these 6 goals and initiatives over the upcoming months, we can better gauge as a department, where we need to improve, what to keep doing, and where to expand. We know that our customers pay their premiums in exchange for a promise and we take that promise seriously.