Seismics and the City March 2015Improving the Claims SystemCommunity, customer and partner dialogue and information sharingHe aha te mea nui o te ao? He tangata! He tangata! He tangata!
What is the most important thing in the world? It is people! It is people! It is people! CLM / 2011/195837
How many letters do we get in the mail with OUR NUMBERS on it? A CLAIM NUMBER, a year, a house, could be a land claim, maybe in the hills as a lot of houses on the hills were broken by the Feb quake, maybe a big house, a pink house, a house that may have fallen down, millions of dollars, lots of claims, a rugby field of files as long as the eye can see. A pile of files on a desk 140 high and I have to sort and fix them all this year. Thats one file every two days, 16 hours to get the house sorted, to use the process, to check, get it through, meet the target
Simply Is it easier more efficient to work with numbers and codes, its easier to talk about, think about and process. Is it easier to sort and track, find and analyze. We need this But if this is all we do is it enough to do right by case 195837?
Why is it so wrong to call andTell the homeowner where theyare at in the claims process?What is the main vehicle for contacting each other and talking about our claims the phone. How many hours have people spent in agencies or in their houses on the phone waiting for someone to pick up or for someone to say something that we havent heard 100 times before. Is this the best vehicle for connecting to people? Does telling the homeowner where they are at in the claims process really help them when their heads are full of information that really doesnt make sense and all they would really like to do is scream.
CLM / 2011/195837
Shouldnt we be asking more about the person? Shouldnt we truly be trying to understand what is going on in the head of the people and working from there?
Here are some conversations or parts of emails that we have been sent
What does Ian mean? Ive just been talking to him and he said he is really feeling overwhelmed my god Ian never talks about his feelings. He said we shouldnt be here like this 4 1/2 years on. He said he is tired of listening to people telling him what is going to happen and not being able to take in control of our his life. He is tired of the broken promises over and over...
We are not interested in the blame game, we are a happy family of 5 who just want to get this sorted especially since the house should have been finished last year. As it sits their empty we feel we are missing so much of what we could be doing together. At this rate we will be lucky to be in it before next year and THEY dont seem to care!
Dont they know the are not just stuffing everything up for us you they are now stuffing it up for another family who were expected to move into the rental we are in.
Last weekend the people just over the road from my house were having a big clear out. They told me they were going to die in that house but now they are moving on. Their house was damaged four years ago, just like the rest of us and they have been working hard all that time trying to get their house rebuilt. They finally got everything worked through with their builder and they were ready to sign the contract. Then out of the blue they were offered cash. which they took. Their house is now up for sale. Another family lost to our street.
During 2012 we had a series of forums to meet some of the movers and shakers from CERA, Insurers, EQC and the CCC. We called these meetings because it was becoming increasingly clear that if someone did know what was going on, they certainly werent telling us. Over 400 people turned up at the first meeting where we were told we had to be patient and we will all get through this in time. Unfortunately time is the one thing that is not on us older folks side. If we had a forum today, we would be saying that for so many of us nothing has changed since that meeting, except its got more stressful and were three years older. Time has run out for some of the people who attended that first forum. They are no longer here to see their houses rebuilt or repaired. They died.
WHO WE ARE
you dont get nought if you dont see the people and hear their story. Stop telling and start listeningHow seeing the people can make a difference.
A true story - A family is about to take an insurer to court as they feel there is no other way forward and all avenues have been exhausted. The insurer decides to have one more meeting with a clear focus on listening to the familys side of the story before any discussion took place. 3 years of family horror was revealed. The part that most affected the insurer was when the father revealed the extent of his anger, because, as a father he couldnt help is son who was suffering from depresssion as a result of the earthquakes. He coudnt play sport with his son,he couldnt advise him on how to get better nor could he feel that he could be a dad . This listening, this story changed everyone in the room. From that point on the mood, the conversation, the connections meant the process could never be the same the claim number disappeaered.
The result - was no court action, relief on both sides and a lot less stress in the family. They claim is now progressingIts pivotal to meet and understand the person behind the claim
Agencies must ask What do I need to know about a person so that we can have a genuine informative, face to face conversation? If they dont know where to look then I suggest some recent guidelines put out by SCIRT. I have selected some which you may find interesting
SCIRT GUIDELINES FOR WORKING WITH BUISNESSESCollaborate constructively (engineers, traffic planners and communications personnel) to get a best for communities outcome.Be aware of other things affecting business tolerance e.g. red zones, previous projectsAsk, listen and accommodate business needs as much as possible. Communicate early and often so businesses can plan.Communicate respectfully. Communicate face to face, even when challenging. Speak to owners rather than staff.Visit the project during construction. Make sure it takes business needs into account. Address any concerns promptly. Give the business owner/manager one point of SCIRT contact.Nurture the relationship. Ask people how they are doingGo out of your way to help businesses understand how they can engage with customers to encourage ongoing patronage during the work.Personalise work notices. Include business support messages. Provide copies for customers and staff. Deliver as promised. Be realistic. Provide regular updates.