Client Communication During Claims
Effective communication strategies to support clients through the stressful claims process while managing expectations and maintaining trust.
Initial Claim Notification Protocol
Step-by-step guide for agents when a client reports a claim. Includes immediate action items, documentation checklist, and setting proper expectations. How to triage claims severity, initiate emergency services, and establish communication frequency with the adjuster.
Acknowledge receipt of claim within 24 hours
criticalVerify policy is active and in good standing
criticalConfirm the type of loss is covered under the policy
criticalGather date, time, and description of loss from client
highDocument emergency service providers contacted
highSubmit claim to insurance carrier
highProvide client with claim number and adjuster contact
highEstablish follow-up communication schedule with client
mediumManaging Client Expectations Throughout Process
How to explain the claims timeline, deductible application, depreciation, and policy limits. Techniques for explaining why certain items may not be covered. Handling difficult conversations about claim denials or underpayments while maintaining the client relationship.
Explain expected claims timeline to client
criticalClarify deductible amount and how it applies
criticalDiscuss policy limits and coverage amounts
highExplain depreciation and ACV vs RCV
highDocument any coverage gaps or exclusions
highProvide written summary of coverage explanation
mediumSchedule regular status update calls
mediumDispute & Supplement Negotiation Assistance
How to help clients when they disagree with an adjuster's assessment. Gathering additional evidence, understanding policy language to support the client's position, and formal escalation procedures. When to involve supervisors or public adjusters.
Review adjuster's estimate with client
criticalIdentify specific items in dispute
criticalGather contractor estimates for comparison
highDocument any additional damage not in estimate
highReview relevant policy language supporting claim
highPrepare formal supplement request
highSubmit escalation to claims supervisor if needed
mediumDiscuss public adjuster option with client if appropriate
lowDiscussion
Client Communication During Claims
Track Your Progress
Sign in to save your checklist progress and pick up where you left off