Claim process from the Insured’s perspective
One of our team has been assisting a long standing friend with a domestic claim. The claim finally settled, and the Insured wrote the following to our team member:
I begin to understand the industry. It’s simply a case of negotiating and being able to hold on – if they feel they have escaped a charge they may be liable for, and they can avoid a bit of extra work and headache, they will agree.
They must have KPI’s for cases to close and $ to save and it’s just wearing each other down till one person capitulates, either because they have to or because their KPI metrics mean they miss a bonus.
Thank you for your advice. Not sure it’s my choice of profession, but a necessary evil to have on one’s side. Beers on me on the other side.
How do you stay so positive Rev?
Dominic
It is disappointing to me that a genuine client feels this way about the process: but perception is reality. This client is not alone in their thinking and it will bite the industry in the long run with poorer retention rates and more regulation, as we are already seeing.
As a repairer on the builder panel of a major external Loss Adjuster, I’ve been advised to lower my service levels as a way of meeting their KPI’s.
KPI’s rule!
This appalls me. I think you need to find a new insurer.
The process is fraught with pitfalls and the clients perception is correct. My own legitimate claim took ten months and ten days to settle. The industry and the ICA are living in La La Land if it is believed these are isolated incidents.