The Three Driving Factors for Improving Claims Employee Performance

The Three Driving Factors for Improving Employee Performance

www.InsuranceInstitute.com

-Carl Van-

Attitude


Ability

Performance

80% 20%

Weekly Average – 200 calls

Voice Mail Answer200 2001809081 For every call you could have72 answered…but didn’t. You 36 have generated 3 to 4 phone33 calls later. 3015

600 ‐ 8002013 (c) Copyright International Insurance

Institute, Inc. www.InsuranceInstitute.com

Take Home Tests

• Test # 1: Ask some of your claims people, “Name 12 things you could do right now to reduce the number of phone calls you are getting.”

If they can name 6, you’re okay. If one of those is, “Get less claims,” that doesn’t count.


Carl Van’s Claims Negotiation Maxims

Maxim #1: People will consider your point…Maxim #2: Great claims negotiators never…Maxim #3: You never have to prove…Maxim #4: People trust someone who…

Maxim #5: Claims negotiation is a matter oftime (Stay in your conversation)


Take Home Tests

• Test # 2: Ask some of your claims people, “If you offered $5,000 to Mr. Smith, and he said he wanted $10,000, what would you ask him?”

• If they answer, “I’d ask him why $5,000 isn’t enough”, you’re fine.

• If they answer, “I’d ask him why he wants $10,000” or “I’d ask him if he had something that would substantiate $10,000,” they can use some help. www.InsuranceInstitute.com

3 Performance Factors

• Attitude

• Ability

• Training


The 5 Standards of Great Customer Service Companies

1. They...2. They…3. They...4. They can accurately describe their jobs.5. They…


Take Home Tests

• Test # 3: Say to some of your claims people, “Give me some examples of things you do during the day.”

• If they don’t immediately say, “provide customer service” they can use some help.



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The Three Driving Factors for Improving Claims Employee Performance